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Customer Service Manager
Nom OriginalsCustomer Service Manager responsible for customer inquiries and order management in a hybrid role for a female-first fashion brand. Ensuring effective communication and support for customer needs.
About the role
Key responsibilities & impact- Handle all incoming tickets and chats in Gorgias — promptly, courteously and solution-oriented
- Check order statuses and keep customers transparently informed about delivery progress
- Prioritize open tickets, follow up and ensure nothing falls through the cracks
- Proactively inform customers when something changes — before they have to ask
- Resolve shipping issues, lost packages and delays — in close coordination with our logistics partners
- Coordinate address changes, order corrections and other change requests accurately
- Independently and correctly process returns, exchanges and refunds
- Handle complaints calmly and with empathy — including in more difficult situations
- Issue credits, partial refunds and handle special cases according to our policies
- Keep customer data and the status of all cases properly documented in the CS tool
- Identify recurring problems, report them and propose solutions to the team, and add them to our help center
- Coordinate closely with logistics, purchasing and the team to ensure information arrives at the right time
- Help to further develop our CS processes and response templates
Requirements
What you’ll need- Minimum 3 years of experience in customer service — e‑commerce or fashion is a plus
- You write clearly and warmly in German and English
- You know CS tools like Gorgias inside out
- You work independently, in a structured way and keep a cool head even with many open tickets
- You know when to resolve a situation yourself and when to ask someone for help
- Residence in Berlin
Benefits
Comp & perks- Annual team trips to attractive destinations
- Company Mac
- Flexible working hours
- Training and development opportunities
- Reimbursement of your travel expenses
- Employee discount on all collections
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Service ManagementOrder ProcessingReturns ManagementRefund ProcessingTicket PrioritizationIssue ResolutionDocumentationData ManagementE-commerce KnowledgeLogistics Coordination
Soft Skills
EmpathyCalm Under PressureClear CommunicationIndependenceStructured Work Approach