Customer Service Agent – Customer Support
elpix AG
full-time
Posted on:
Location Type: Hybrid
Location: Köln • 🇩🇪 Germany
Visit company websiteJob Level
Junior
About the role
- As a Customer Service Agent, you are the first point of contact for customers across all sales platforms.
- You respond to inquiries quickly, courteously and solution-oriented, ensuring our service quality standards are maintained at all times.
- Handle all incoming customer inquiries (email, web shop, Amazon, social commerce, etc.) via Zendesk and by email.
- Ensure fast, professional and brand-compliant communication.
- Analyze and resolve inquiries related to orders, delivery, returns, products, payment processes and complaints.
- Coordinate closely with Logistics, Product Management, Marketing and Quality Assurance.
- Create and maintain macros, templates and help center articles.
- Monitor and meet relevant KPIs (response time, first-contact resolution, etc.).
- Identify recurring issues and derive improvement measures.
- Support the optimization of processes within the Customer Experience area.
Requirements
- Solid experience in customer support, ideally in e-commerce
- Confident use of Zendesk (ticketing, workflows, automations)
- Excellent written communication skills in German
- Business-fluent English, spoken and written
- Strong service orientation and enjoyment of direct customer contact
- Structured, reliable and independent working style
- Resilience during peak phases (e.g., sales events, product launches)
- Quick comprehension and solution-oriented thinking
Benefits
- A committed, motivated team with flat hierarchies in a fast-growing, forward-looking company
- Short decision-making paths, plenty of scope for initiative and responsibility
- Development opportunities and clear career perspectives within the company
- Attractive employee discounts across the entire product range
- Exciting team events to strengthen team spirit
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporte-commerceZendeskticketingworkflowsautomationsKPI monitoringorder managementpayment processescomplaint resolution
Soft skills
written communicationservice orientationindependent workingreliabilityresiliencesolution-oriented thinkingstructured working stylecustomer contact enjoymentquick comprehensioncourteousness