Customer Success Specialist E-Commerce

Short company description

VON Consulting is an HR Consultancy company, providing solutions and services in the following areas: recruitment and executive search, personnel leasing, payroll, administration and training.

Requirements

● Bachelor’s degree in Business Administration, Marketing, Communications, or related field.
● Excellent proficiency in English and German (would be an advantage) effective communication with customers from different marketplaces.
● Proven experience in a customer-facing role, preferably in e-commerce or a related industry.
● Strong communication and interpersonal skills.
● Apositive and proactive attitude, with the ability to inspire confidence and trust in customers.
● Analytical mindset with the ability to generate and interpret reports.
● Familiarity with CRM software and other customer support tools.
● Experience in spare parts operations and logistics is a plus.

Responsibilities

Interaction with Customers:
● Respondpromptly and professionally to customer inquiries via email, chat, and social media.
● Resolve issues related to orders, shipments, returns, and refunds while maintaining a high level of customer trust.
● Anticipate customer needs and proactively reach out to provide assistance or information.

Public Interactions:
● Manage public-facing communication channels, responding to reviews, comments, and engaging with the community.
● Cultivate a positive online presence and contribute to the development of content that enhances the company’s image.

Reporting:
● Monitor and analyze customer interactions, creating reports on key performance indicators related to customer satisfaction and support operations.
● Provide regular updates to the management team on customer feedback and insights.

TeamCollaboration
● Work closely with marketing, sales, and operations teams to develop campaigns and strategies that enhance customer success.
● Provide actionable feedback to the product team to improve offerings based on customer insights.

Spare Part Operations:
● Coordinate and manage spare part orders, ensuring timely delivery and addressing customer inquiries.
● Collaborate with the logistics team to optimize spare parts inventory levels.

Other info

Benefits

● Competitive salary and a benefits package (meal tickets and private medical care subscription)
● Learning environment, support for proper onboarding.
● An international dynamic and professional working environment with multiple development opportunities
● Work Equipment: MacBook Pro and Iphone if needed