Customer Service Agent
vor 2 Wochen
Location
Berlin Office
Employment Type
Full time
Location Type
On-site
Department
Customer Experience
**PERGOLUX** is a rapidly growing e-commerce company in the Home & Garden sector that designs, manufactures and sells Pergolas. Founded in Norway, PERGOLUX is constantly looking for growth opportunities and is already available in more than 15 countries in Europe, Australia, North America and South America.
If you have a passion for outdoor living products and a desire to work in a dedicated environment with amazing colleagues, you've come to the right place
We are looking for a dedicated and experienced Professional Customer Service Agent to support our Italian customers. This role involves managing advanced customer inquiries, product troubleshooting, claims management, content improvement, and cross-functional collaboration with multiple teams.
**What You’ll Do**:- Provide expert advice for technical and installation questions- Independently manage cancellation requests, claims, returns, and refunds, including the verification and accuracy of issues- Collaborate closely with transport service providers, logistics, warehouse, and product development teams- Ensure high customer satisfaction and improvement of our NPS- Mentor and support junior team members- Data maintenance and process optimization to increase efficiency and service quality
**What We’re Looking For**:
- Excellent communication skills in Italian (C2) and proficiency in English- Minimum 2 years of experience in customer support or e-commerce- Strong communication skills, along with a solution-oriented and empathetic working style- Enjoyment of working in a dynamic team and a strong customer service mindset- Good self-organization and time management skills are required to work efficiently- IT affinity and the ability to quickly adapt to new systems and tools. Familiarity with Zendesk, Shopify, and Aircall preferred- Willingness to occasionally work evening and weekend shifts- Residence in Berlin or the surrounding area
**What we offer**:
- A dynamic international work environment in a rapidly growing company with many growth opportunities- Central office location- Hybrid work model (80% on-site | 20% remote)- Employee events (summer party, Christmas party, after-work gatherings)- Access to the Corporate Benefits portal- Employee discounts on PERGOLUX products- Strong focus on professional development and skill-building- Free drinks and snacks- Employee referral program
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