Senior Customer Support Specialist (m/w/d)

We are not just a streetwear brand, we're a community. And as one of our Senior Customer Support Specialists, you'll be the bridge between our customers and our brand.

You're a cool head who loves solving problems and thinks customer-oriented? You take responsibility, work proactively, and try to perfect existing processes? Then you're the perfect addition to our team.

Aufgaben

• Monitoring and Development of the entire Customer Service area in collaboration with the Operations Team and our Logistics Customer Service.
• Eigenverantwortlicher Ausbau der gesamten Customer Journey including After-Sale Processes for maximum customer satisfaction.
• Creation, Automation, and Optimization of FAQs & Help Center for recurring questions to reduce response times and tickets.
• Processing of customer inquiries (First & Second Level) via Ticket System, Email, Phone, and Social Media with a focus on fast and solution-oriented communication.
• Supporting customers in questions about products, orders, payments, returns, and complaints.
• Clearing up inquiries related to payments and service providers like PayPal and Klarna.
• – close coordination with our logistics partner to solve shipping and delivery problems.
• Monitoring and Analysis of Customer Feedback, to identify improvement potential in Service or Product offerings.

Qualifikation

• Relevant experience in Customer Support as Team Lead or in a comparable position, ideally in E-Commerce or Fashion.
• Excellent communication skills in German and English, both verbally and written.
• Solution-oriented and structured work style, even in stressful situations.
• Flexibility and reliability, even with changing requirements.
• Eigeninitiative and engagement, to continuously increase customer satisfaction.
• Safe handling of common ticket systems and Microsoft Office applications.

Benefits

• Modern office with rooftop garden in the heart of Frankfurt, drinks on us & Friday home office
• Subsidy for a fitness studio membership as well as mobility allowances
• Regular team events
• Flexible working hours in a young, motivated team
• Attractive salary package

Become part of one of Germany's leading streetwear brands and support us in shaping the future of the fashion world – with your engagement and your sense for excellent customer service. Apply now as Customer Support Specialist (m/w/d) at 6PM GmbH in Frankfurt!

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