E-commerce Customer Service Specialist with German B2

Place of work: Łódź

Your responsibilities

• customer service for the online store and marketplace channels, including German-speaking customers,
• responding to customer inquiries by phone, email, and through communication systems available on sales platforms,
• providing information on products, orders, payments, delivery, and available pickup methods,
• handling inquiries regarding order status and fulfillment,
• processing cancellations, returns, and complaints,
• resolving issues related to payments, delivery, and order discrepancies,
• contacting customers in case of problems with order fulfillment,
• monitoring inquiries and ensuring their timely completion,
• cooperating with logistics, warehouse, e-commerce team, and other departments involved in order fulfillment.

Our requirements

• knowledge of German at B2 level, enabling fluent customer communication,
• experience in customer service, preferably in the e-commerce industry,
• very good written and telephone communication skills,
• ability to efficiently resolve customer problems,
• good work organization and ability to manage multiple tasks simultaneously,
• accuracy and responsibility for handled inquiries,
• ability to cooperate with other teams,
• good knowledge of the MS Office suite.

Nice to have

• knowledge of CRM systems, ticketing systems, or order management tools,
• knowledge of marketplace integrators, e.g., Apilo or Base,
• experience in handling returns and complaints in e-commerce,
• knowledge of basic customer service quality indicators.

We offer

• work in a developing e-commerce and marketplace area,
• opportunity to gain experience in servicing various online sales channels,
• real impact on improving customer service processes,
• opportunity for development along with the expansion of new sales channels,
• employment form: employment contract,
• work mode: stationary work from Monday to Friday and 2 Saturdays per month, according to the schedule.
• Place of work: Łódź, ul. Gilette

Benefits

• co-financing of sports activities
• private medical care
• life insurance
• integration meetings
• no dress code
• coffee / tea
• drinks
• additional social benefits

We are looking for a person who will be responsible for the ongoing service of online store customers and marketplace channels, including German-speaking customers. The role involves contact with customers throughout the entire order journey – from pre-purchase inquiries, through order fulfillment, to returns, complaints, and after-sales service.

FERA Sp. z o.o.

Fera.pl is a sales platform for pet owners. The online store is among the top three largest pet e-commerce sites in Poland. It offers a wide range of products for animals and their owners – accessories, food, cosmetics, toys, and much more.

All information about the processing of personal data in this recruitment can be found in the application form, after clicking the "Apply Now" button.