Customer Care Agent (f/m/x)

You are the voice of our brand for customers across our shops and marketplaces. You guide customers through the full buying journey - from first product questions to post-sales support - with speed, accuracy, and empathy. You help customers make confident purchase decisions, solve requests efficiently, and create positive experiences that improve satisfaction and conversion. When you support marketplace customers, you work with strong process discipline and operational precision to protect account health and maintain stable performance metrics.

Your scope of responsibilities will include 3 areas:

Customer Request Handling

• handle 1st-level customer requests across channels and markets using Salesforce and AI-supported tools
• support customers throughout the full shopping journey (pre-sales, order support, post-sales topics such as deliveries, returns, and complaints)
• work within a focus area (Shops or Marketplaces), with scope adjusted based on business needs

Operational Excellence & Quality

• deliver support in line with SLAs, quality standards, and CSAT targets
• follow defined processes and communication guidelines and escalate complex cases to 2nd-level support
• actively participate in training, coaching, and continuous learning
• use AI and technology to improve efficiency and service quality

Collaboration & Knowledge Sharing

• collaborate with Team Leads, Service Excellence, and cross-functional stakeholders
• share customer insights, recurring issues, and improvement ideas
• contribute to process improvements and knowledge base updates
• support other Customer Care areas when needed to ensure business continuity

You are someone who:

• is customer-focused and solution-oriented, ensuring reliable execution of tasks.
• has strong written and verbal communication skills, with a good level of English (minimum B level) for effective internal collaboration.
• is comfortable working within structured processes and adhering to quality standards.
• is skilled at prioritizing tasks and staying organized in a fast-paced environment.
• is a team player with a flexible, hands-on mindset.

Additional skills that would be valuable include:

• initial experience in customer support, customer service, or a similar customer-facing role.
• familiarity with Salesforce or similar ticketing tools.
• experience in e-commerce, marketplaces, or retail customer operations.
• confidence in using AI-based tools for communication and productivity.
• ability to work with performance targets (e.g., SLA, CSAT, response time, accuracy).