Customer Service Specialist Nordics (m/f/d)

Job description

Our Customer Service is the direct link between our customers in our Nordic countries and

us in our Headqurters in the center of Munich. Our aim is - in cooperation with our service providers - to serve

our customers to the fullest satisfaction and the highest quality and

support.

  • Customer Service support within our CRM - environment concerning all aspects of company online shop
  • Daily support and maintain of returns, complains, customer queries, product questions, logistic issues
  • Support and communication with external partners and service providers (e.g. call centers, DSPs, Warehouses)
  • Cooperation with the Central Customer Care and the departments of Category Management, Logistics, Shop Team, Purchasing
  • Support with development of customer care concepts and standards
  • KPI monitoring (Service Level, Response Quality, Contact Quote, Contact Volume)
  • Support with preparing and planning the training for service provider


Requirements

  • Commercial apprenticeship or Bachelor degree
  • Relevant work experience in Customer Service or similar area
  • Experience in monitoring and supervising external service providers beneficial
  • Fluent in English; German is beneficial
  • Routine use of modern office and communication media as well as advanced knowledge in using CRM tools
  • Experience in conflict management
  • Practical knowledge of target-oriented communication