Overview: At SHEKO GmbH, we believe every order represents a person with unique needs. Our commitment to exceptional customer support is integral to our brand identity. We are on the lookout for a dedicated Customer Support Specialist who goes beyond merely resolving tickets.
We want someone who genuinely cares, demonstrates empathy, and holds a high standard for quality. As one of the fastest-growing health and nutrition brands in the DACH region, SHEKO has evolved from an online shop to a presence in major retailers like dm and Rossmann, with exciting plans ahead.
Responsibilities : - **Customer Inquiries**: You will respond to customer questions through Gorgias via email, chat, and WhatsApp in a prompt, empathetic manner, maintaining the SHEKO voice. - **Order and Returns Management**: Navigate Shopify independently to resolve issues smoothly and efficiently. - **Handling Complaints**: Approach challenging situations with confidence and seek solutions that genuinely satisfy customers. - **Escalations**: Identify when an issue needs to be escalated internally and act swiftly. - **Process Improvement**: Follow established macros and flows while providing feedback for enhancement. - **Community Engagement**: If you have experience in community management and a passion for nutrition topics, you can help moderate our Facebook community, answer questions, and foster a positive environment.
Requirements : - **
Experience **: Several years in customer support, preferably in D2C or e-commerce. Familiarity with Gorgias or similar helpdesk tools is essential, and knowledge of Shopify is a plus. - **Community Management**:
Experience here is advantageous but not mandatory. - **Availability**: Willingness to work on weekends is required. - **Passion**: A genuine desire to assist people, not just close tickets, with an interest in nutrition and healthy living. - **
Skills **: Excellent German language skills, both written and spoken, and good English for using Gorgias and internal tools. You communicate clearly, empathetically, and respectfully. Strong organizational skills, reliability, and the ability to work independently in a remote setup.
Benefits : - Freelance collaboration with 20-40 hours per week. - Fully remote work—choose your location. - Flexible scheduling within our core hours of 7 AM to 9 PM (German time), with 80% set time slots and 20% flexible. - Clear processes, thorough briefings, and a supportive team. - Opportunities for long-term collaboration.
Interested? Please submit your resume and a cover letter via Join. We truly read cover letters as they provide insight into who you are and your motivations. Share with us why you want to join SHEKO. We look forward to hearing from you!
Submit your application directly to SHEKO GmbH.
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