Scope of Responsibilities:

• Coordinating the work of the Customer Service including motivating, training, and monitoring employee performance in an international environment
• Ensuring a high level of service quality within the Customer Service, in line with company procedures
• Ensuring effective internal communication and cooperation with other departments
• Managing Customer Service in e-commerce, including handling inquiries via phone, email, social media, and chat
• Optimizing Customer Service and reducing the volume and impact of inquiries and claims
• Analyzing performance results and preparing reports
• Managing and taking responsibility for ratings and reviews on Trustpilot and other rating platforms to improve the company’s image

Requirements:

• Very good command of English (minimum B2/C1 level)
• Knowledge of French or German will be an additional asset
• Minimum 3–5 years of experience in managing a Customer Service in the e-commerce industry
• Knowledge of online Customer Service tools (e.g. Zendesk, Freshdesk)
• Familiarity with review monitoring tools (e.g. Trustpilot)
• Excellent communication and time management skills
• Knowledge of UX/UI principles and customer experience in e-commerce will be an advantage

What We Offer:

• Competitive salary
• Flexible working hours
• Possibility to work remotely once a week
• Work in a young, highly motivated, international team
• Excellent learning and development opportunities
• Work in a company full of enthusiasm and strong team spirit