Online Customer Service

vor 13 Stunden

Berlin, Berlin, Deutschland Korviany Vollzeit 30.000 € - 60.000 € pro Jahr

Role Description

The Online Customer Service Representative is responsible for providing prompt, professional, and customer-focused support through digital channels such as live chat, email, and social media. This role ensures customers receive accurate information, timely assistance, and positive interactions that strengthen brand loyalty and satisfaction. The ideal candidate is empathetic, organized, and tech-savvy, with excellent communication and problem-solving skills suited to a fast-paced online environment.

Key Responsibilities

  • Respond to customer inquiries efficiently through online platforms including chat, email, and social media messages.
  • Provide accurate and detailed information about products, services, policies, and order status.
  • Process online orders, exchanges, returns, and refunds while ensuring adherence to company policies.
  • Resolve customer complaints and service issues quickly, escalating complex matters when necessary.
  • Maintain accurate records of customer interactions and resolutions using CRM systems.
  • Collaborate with internal teams such as logistics, sales, and marketing to ensure seamless customer service.
  • Monitor customer feedback and report recurring issues or trends to improve processes and experience.
  • Assist customers with account management, product navigation, and website troubleshooting.
  • Uphold the company's brand voice and standards across all written communications.
  • Track and report on customer service metrics including response time, resolution rate, and satisfaction levels.
  • Stay updated on new products, promotions, and policy updates to ensure consistent and informed responses.
  • Participate in ongoing training to enhance product knowledge and communication skills.

Qualifications

  • High school diploma or equivalent; Bachelor's degree in Business, Communications, or a related field preferred.
  • 1–3 years of experience in online customer service, e-commerce support, or similar roles.
  • Excellent written and verbal communication skills with a customer-first approach.
  • Strong problem-solving and conflict-resolution abilities.
  • Proficiency with CRM platforms (e.g., Zendesk, Salesforce, Freshdesk) and digital communication tools.
  • Familiarity with e-commerce systems, order management platforms, and online payment processes.
  • Detail-oriented with strong organizational and multitasking abilities.
  • Ability to work independently and manage multiple conversations simultaneously.
  • Positive attitude, patience, and empathy when interacting with customers.
  • Flexibility to work in shifts, weekends, or holidays depending on business needs.
  • Commitment to delivering high-quality service and maintaining a professional online presence.

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