Job Description

The Role: What You'll Do This job is centered on handling payment, shipping, and dispute resolution for our customers, primarily through email.
1. Transaction & Customer Support

• Be the expert for all pre- and post-purchase inquiries related to payment services, shipping, refunds, and order status.
• Clearly communicate company policies and guide users through complex transaction processes.
• Document every interaction accurately using our CRM system.

2. Dispute Resolution & Investigation

• Take ownership of complex post-purchase claims, including missing items or items that are damaged or not as described.
• Investigate disputes thoroughly, using multiple data points to find fair, efficient, and satisfactory outcomes.
• Ensure all resolutions strictly follow company guidelines.

3. Operational Improvement

• Track and report on recurring customer issues and complaint trends to help management improve platform policies and support procedures.

The Requirements: What You'll Bring

• Language is a Must: C1-C2 German language proficiency is required (near-native/fluent).
• Experience: A minimum of three (3) years of hands-on experience in transaction support, payments, e-commerce dispute resolution, or a contact center environment.
• Skillset:

• Strong analytical and problem-solving skills with attention to detail.
• Proficiency with CRM systems for case management and tracking.
• Practical working knowledge of online payment processes, refunds, and shipping logistics.
• A professional, empathetic approach to handling customer frustrations.
• Technical: Reliable internet with a minimum 30 Mbps download speed is required (equipment is supplied).

The Details

• Type: Contract Position.
• Schedule: Full-time, 8-hour shifts, Monday-Friday. Flexibility is required as shifts are scheduled within business hours (7 am - 12 am SAST).

If you are ready to uphold operational excellence and customer satisfaction on a leading digital marketplace, we encourage you to apply!

Skills Required