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Senior Customer Support Specialist
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**About Orange Connex SpeedPAK**
SpeedPAK provides a fully integrated shipping solution from many countries to a range of international destinations. The solution is developed specifically by Orange Connex, a joint venture of eBay, to widen seller-horizons, helping them to open up international markets.
Every day, we ship thousands of parcels across the globe. We have locations in Shanghai, London and in Berlin-Kreuzberg where we have an office overlooking the Spree.
**Why This Role Matters**
You’ll be an expert supporting eBay sellers using our Orange Connex Global SpeedPAK service. When things go sideways - whether it’s lost shipments, system hiccups, or frustrated sellers - you’ll own the solution while driving process improvements that boost customer loyalty.
**Your Day-to-Day**:
**Solve Complex Issues**
- Partner with vendors and eBay to track shipments and find solutions
- Handle escalations coming from junior team members and guide them to a resolution.
- Liaise with internal departments where necessary to resolve issues.
**Deliver customer centric Service**
- Read between the lines: understand unspoken customer needs
- Turn complaints into loyalty through proactive follow-ups
- Actively participate in seller onboarding and improving seller documentation
**Make Us Better**
- Keeping an eye on metrics and create reports
- Participate in best practice sharing with colleagues across the globe
- Help analyse contact drivers and flag recurring pain points and pitch solutions to leadership
**What you bring**
- You are located in the greater Berlin area and already entitled to work and live in Germany.
- Fluent spoken and written business German (native level) and English (C1+ level)
- 1+ years in B2B customer support (e-commerce/logistics preferred)
- Customer obsession, you´ll be a true advocate for our customers
- A knack for explaining complex matters in a simple way
- A sixth sense for catching cultural nuances in communication
- Natural ownership of problems start-to-finish
- Tech savviness: comfortable juggling multiple systems
**How we measure success**
- Responsiveness to customer requests
- Quality assurance and customer satisfaction scores
**What we offer**
- A salary above the market average and 25 days' holiday
- Benefits such as public transport ticket, special employee discounts, team events, etc.
- A great office with a view of the Spree, terrace, free drinks and fruit.
- The possibility to work partially from home
Pay: 38.000,00€ - 45.000,00€ per year
Ability to commute/relocate:
- 10997 Berlin-Kreuzberg: Reliably commute or planning to relocate before starting work (required)
**Experience**:
- Product management: 2 years (preferred)
**Language**:
- German (required)
- English (required)
Work Location: Hybrid remote in 10997 Berlin-Kreuzberg
