Ada Commerce GmbH

Ecommerce

• Handle tickets (email/portal): product, delivery, and order inquiries
• Inspect complaints, coordinate solutions, manage credit notes/replacements
• Phone: answer incoming calls in a friendly, clear, and decisive manner
• Create and approve returns; track return status
• Payment cases: PayPal/Klarna (evidence, deadlines, statements)
• Coordinate with warehouse/shipping/shop; document processes accurately
• Identify quality reports, consolidate root causes, propose improvements
• Social media communication: respond to DMs/comments; convert cases into the ticketing system
• Manage reviews (Google, Trustpilot, shop): resolve objectively and feed back insights
• Maintain templates/FAQ (response templates, knowledge base)
• Monitor SLAs/KPIs; initiate escalations in a timely manner
• Perform similar day-to-day tasks as needed (e.g., address/order corrections)

Customer Support – Operations, E‑Commerce