Regional Head of Performance Marketing handling eCommerce strategies for clients in Southeast Asia. Focusing on driving performance marketing across marketplaces and optimizing client campaigns in the region.
About the role
- Customer Service Manager in E-commerce responsible for external customer service and support. Driving customer satisfaction and overseeing the management of E-commerce processes in a family-owned company.
Responsibilities
- You serve as the main contact and interface for external customer service, ensuring excellent customer care
- You are responsible for 2nd-level customer support, taking on complex cases and resolving challenging issues by working closely with our specialist departments
- You oversee the end-to-end management and coordination of e-commerce customer processes — from Terms & Conditions (T&Cs) and order confirmations to returns and refunds — and continuously develop them
- You monitor customer feedback (e.g., via Trusted Shops), respond to reviews, and develop strategies to increase customer satisfaction
- You keep an eye on our brick-and-mortar retail operations and ensure a coordinated approach to customer issues from our stores across the omnichannel interface
Requirements
- Completed commercial or comparable qualification
- At least 3 years of experience in e-commerce customer service
- Technical understanding of call center, order-processing and ticketing systems (e.g., Zendesk, Gorgias, Freshdesk)
- You are structured, solution-oriented and can quickly engage with a wide range of topics
- Strong communication skills in German (native level)
- You think customer-first and have a good sense of tone and empathy
Benefits
- A permanent employment contract with a successful, continuously growing family-owned company
- A pleasant, forward-looking working atmosphere in a friendly, dynamic team
- An exciting industry and an attractive brand environment
- A challenging and varied role with responsibility and scope to shape your work, plus short, fast decision-making paths
- Flexible working hours and the option to work from home
- Company pension scheme
- Attractive employee discounts
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
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