About this role
Role Overview
- Handle all incoming tickets and chats in Gorgias — promptly, courteously and solution-oriented
- Check order statuses and keep customers transparently informed about delivery progress
- Prioritize open tickets, follow up and ensure nothing falls through the cracks
- Proactively inform customers when something changes — before they have to ask
- Resolve shipping issues, lost packages and delays — in close coordination with our logistics partners
- Coordinate address changes, order corrections and other change requests accurately
- Independently and correctly process returns, exchanges and refunds
- Handle complaints calmly and with empathy — including in more difficult situations
- Issue credits, partial refunds and handle special cases according to our policies
- Keep customer data and the status of all cases properly documented in the CS tool
- Identify recurring problems, report them and propose solutions to the team, and add them to our help center
- Coordinate closely with logistics, purchasing and the team to ensure information arrives at the right time
- Help to further develop our CS processes and response templates
Requirements
- Minimum 3 years of experience in customer service — e‑commerce or fashion is a plus
- You write clearly and warmly in German and English
- You know CS tools like Gorgias inside out
- You work independently, in a structured way and keep a cool head even with many open tickets
- You know when to resolve a situation yourself and when to ask someone for help
- Residence in Berlin
Benefits
- Annual team trips to attractive destinations
- Company Mac
- Flexible working hours
- Training and development opportunities
- Reimbursement of your travel expenses
- Employee discount on all collections