VINELLO retail GmbH

Customer Support, Communications – E‑Commerce

VINELLO retail GmbH

full-time

Posted on:

Location Type: Hybrid

Location: Dresden • Germany

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About the role

  • Understand what’s really going on: You handle customer inquiries by email. You look closely to identify the real reason behind the inquiry — what the actual issue is — and resolve the problem at its root.
  • Clear, structured communication: You don’t write novels nobody reads. Your replies are friendly and, above all, clearly structured so the customer can see the solution at a glance.
  • Improvement detective: If you notice customers stumbling over a particular part of the shop or misunderstanding something, you pass that feedback directly to our team to help us continuously improve the website.
  • Use smart tools: You use modern tools and AI assistants (e.g., ChatGPT, DeepL) to make your responses more accurate, faster, or suitable for international customers.
  • Coordinate solutions: In case of problems (e.g., damage in transit) you coordinate the resolution with warehouse and logistics so the customer receives a replacement quickly.

Requirements

  • Structured thinking: You can break down complex issues clearly and logically. Your texts have a coherent flow.
  • Analytical mindset: You see connections and ask “Why is this error happening?” not just “How do I delete the email?”.
  • Digital curiosity: You are comfortable working on a PC and view AI and new software as helpful tools that make your work easier.
  • Writing talent: You write confidently and in a friendly manner in German (native-speaker level).
  • Can-do mentality: You don’t wait around — you take initiative and follow things through to completion.
  • Interest in gastronomy/wine: You’re eager to explore the world of wine (prior knowledge is not required, curiosity is).
Benefits
  • Quiet working environment: Because we communicate asynchronously (no inbound phone), you can dive deeply into cases and produce high-quality work.
  • Modern equipment: We provide the tools you need to work efficiently.
  • Influence: Your observations from customer service have a direct impact on our shop and marketing. We listen to you.
  • Career growth: VINELLO is growing. Committed talents can take on responsibility and build teams.
  • Enjoyment perks: Good work is rewarded — you’ll get to taste products. We take you on wine trips and tastings.
  • Flexibility: Workplace in Dresden with options for home office after onboarding.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills
structured thinkinganalytical mindsetdigital curiositywriting talentcan-do mentality