Your responsibilities

• Providing high-quality and consistent customer service, guiding customers through product selections, promotions, and order details
• Responding to chat, email, and phone inquiries within the company's KPIs
• Resolving queries and complaints by understanding customer needs, identifying root causes, selecting appropriate solutions, and ensuring full resolution and customer satisfaction. Diplomatically handling disputes to find mutually beneficial resolutions
• Upholding the highest standards of data accuracy and integrity across all systems, ensuring seamless operations and impeccable service delivery
• Maintaining sensitive information, such as payment and customer data, in compliance with local laws, e.g., General Data Protection Regulation (GDPR)
• Contributing to Continuous Improvement initiatives by delivering ideas and driving standardization, efficiency, and quality improvement projects

Our requirements

• Fluency in speaking and writing in German and English (minimum C1 level). Proficiency in Polish is beneficial
• Fast learner with strong customer service focus
• High degree of accuracy and attention to details
• Strong communication and cooperation skills
• Strong cultural awareness

Optional

• Work experience in a virtual, multi-national set up
• Knowledge of eCommerce business
• Experience in handling SAP and/or Service Management Tools (e.g. ServiceNow)
• A comprehensive understanding of the local culture of supported countries

What we offer

• Private medical coverage

• Life insurance

• Employee Assistance Program

• MyBenefit program

• Employee social fund

• Recognition awards

• Swarovski products discounts

• Learning and development programs

• Volunteering leave