Customer Service for Amazon & Customer Support for Shopify (with eDesk)

Customer Service Representative

About our Company

We are a European, Germany-based company that works on various marketplaces, with our biggest one being Amazon across all the EU Amazon marketplaces. We have a vast amount of very different products with nearly 600 different Parent Family Products. We are now seeking a new colleague who is well trained, well experience, motivated - so a customer support hero! ;)

About the Role

As a Customer Service Representative at our company, you will support our company across many plattforms and its many brands by ensuring exceptional customer satisfaction. You will primarily use the eDesk platform to manage email inquiries, leveraging your strong background in Amazon and Shopify order management to resolve issues efficiently.

Core Responsibilities

Customer Support & Communication:
Provide prompt, empathetic, and professional email support via eDesk. Proactively educate customers on products and self-service options while consistently meeting performance targets (e.g., response times and CSAT scores).
You would have international customers across several languages, however edesk will translate into english incoming and outcoming emails automatically.

Platform Operations:
Apply your expertise in Amazon (inventory and order management) and Shopify (order management and delivery) to assist customers. Accurately document all transactions, including Heroes refunds, returns, and replacements.

Collaboration & Improvement:
Work closely with colleagues to resolve even more complex cases (like partial refunds after accessing damages, or setting up replacement shipments). Gather customer feedback to share product insights with relevant teams and stay updated on evolving industry best practices.

Schedule Flexibility: Maintain the ability to work during weekends, holidays, and peak e-commerce seasons. Working on saturday is mandatory, sunday is optional but a bonus. Ofcourse you will have days of during the week to balance that out. (or shorter working days instead, whatever you prefer)

Qualifications

e-commerce Experience:
Proven track record in customer service using eDesk (or equivalent email management tools), alongside practical knowledge of the Amazon and Shopify ecosystems. Please let us know how much experience you got in edesk, amazon and shopify, including CV information of when to when you worked for what company using those tools/marketplaces.

Key Skills: Proficient in both written and verbal English (C2 level), with excellent critical-thinking and problem-solving abilities. Please refrain of having AI write your application but instead put your favourite animal into the subject line.

Work Ethic: A highly adaptable, customer-focused professional who thrives both independently and as part of a team, maintaining composure and patience under high pressure.

We are looking forward to your application. Please include your CV and give full in-depth information in regards to your qualifications. Any application failing to address the points cannot be considered.

Looking forward to find our newest customer support hero!