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Hybrid Ecommerce Customer Support Agent Ecommerce Customer Support Agent

DTC Job Β· Chemnitz, Saxony (Remote) Β· Germany Β· Hybrid

About the job

At DTCjob.com, we're not yet another job board; we're a private community directly connected with over 200 hot DTC e-commerce companies. We're fundamentally working to build in-house teams for these companies by connecting top-tier talent to the right opportunity 🎯

As you apply on DTCjob.com, you fill out one simple, one-time application form. From there, our team takes over. We go through your application and, when we feel that you'll be a good fit, we hook you up directly with the company. You won't have to apply again or constantly dig through job postings; we handle everything to make sure your skills are aligned with the best opportunities. This might take from a few hours up to several weeks. πŸ“ˆ

While we do not hire directly on behalf of ourselves, we work with leading DTC brands and agencies to ensure you find a position offering growth, job security, and an engaging work environment πŸ™

Requirements

Responsibilities:
  • Respond promptly to customer inquiries via email, chat, phone, and social media platforms
  • Assist customers with placing orders, tracking shipments, processing returns, and handling payment issues
  • Resolve product or service problems by clarifying customer complaints, determining the cause of the problem, and selecting the best solution
  • Troubleshoot issues related to account management, order discrepancies, and product information
  • Escalate unresolved issues to the appropriate internal teams when necessary
  • Maintain a positive and empathetic attitude towards customers at all times
  • Update customer records in the CRM system and ensure accurate tracking of all interactions
  • Collaborate with other departments such as Sales, Warehouse, and Marketing to resolve customer concerns and provide timely solutions
  • Stay informed about new products, services, and promotions to provide accurate and relevant information to customers
  • Contribute to team goals by meeting individual and department service targets such as response time, resolution rate, and customer satisfaction

Qualifications:
  • High school diploma or equivalent; a degree in Customer Service or a related field is a plus
  • 1-2 years of experience in customer service, preferably in an e-commerce or retail environment
  • Strong communication and interpersonal skills with a focus on delivering excellent customer service
  • Familiarity with CRM software and customer service platforms (e.g., Zendesk, Freshdesk) is a plus
  • Ability to multitask and prioritize effectively in a fast-paced environment
  • Problem-solving skills and the ability to work both independently and as part of a team
  • Basic knowledge of e-commerce platforms and order processing systems is preferred
  • A customer-first mentality with a strong focus on empathy and service excellence

Benefits
  • Extensive Network of +200 DTC Brands: Exposure to state-of-the-art strategies, tactics, and processes in the DTC space by our extensive network
  • Verified Companies: We verify each of our companies to ensure they are ready for a hire and can provide you with secure and legitimate opportunities
  • Secure Payments: We verify all of the payment arrangements through us to be secure so you don't have to risk getting scammed. + The average role we place is 30-40% higher in payments compared to those in the market
  • Direct Talent Matching: We handpick the best opportunities according to your profile and directly connect you with companies, cutting down the lengthy process of hunting for a job
  • Community & Networking: In placing, you will be part of a very exclusive community that will grant continued access to connections for limitless networking opportunities
  • Retention Program: Once placed, we go the extra step in making sure you retain the job and have long-term relationships with our clients for further growth and more

Working with DTCjob.com will be more than just getting a job; it is like landing into an ecosystem that ensures your long-term success in the DTC world πŸš€