Customer Service Specialist

Responsibilities

• Structured handling of complex and escalated customer inquiries, complaints, and claims via email
• Investigating cases within internal systems and collaborating with Finance, Tech, and Legal departments
• Optimizing processes and workflows based on case resolution insights
• Supporting the Quality team in monitoring external partner performance
• Documenting workflows in English to ensure sustainable knowledge sharing
• Taking ownership of special projects and cases

Requirements

• Experience in customer service or call center environments is a plus
• Strong problem-solving skills and ability to conduct in-depth research
• Confident written communication skills and a professional service mindset
• Proficiency in German and English (both written and spoken)
• Ability to work in a structured, conscientious, and hands-on manner
• Experience with Google Workspace, Confluence, Jira, or Zendesk is a plus

About the Company

ABOUT YOU is one of Europe’s fastest growing e-commerce companies. Based in Hamburg and Berlin, we operate at the intersection of fashion and technology with a mission to rethink online shopping.