About Company
ABOUT YOU GmbH, an innovative and rapidly expanding fashion and tech company, is one of Europe’s largest online retailers. Based in Hamburg, we’re dedicated to digitizing the classic shopping stroll, offering a personalized and inspiring shopping experience to millions of customers. We believe in leveraging cutting-edge technology, data-driven insights, and the power of a strong, diverse team to redefine online fashion. Join us in shaping the future of e-commerce and making fashion accessible and enjoyable for everyone.
Job Description
Are you passionate about helping people and eager to kickstart your career in a dynamic, customer-centric environment? ABOUT YOU is looking for enthusiastic and motivated individuals to join our Customer Experience team as an Agent in Hamburg. No prior experience is needed – we believe in potential and providing comprehensive, hands-on training to help you succeed! In this pivotal role, you’ll be the friendly voice and helpful hand for our customers, ensuring their shopping experience is as seamless and enjoyable as possible from start to finish. You’ll engage with customers across various channels, including phone, email, and chat, addressing inquiries, resolving issues, and providing personalized support that goes above and beyond expectations. This is a fantastic opportunity to develop invaluable communication, problem-solving, and conflict resolution skills, learn about the fast-paced world of e-commerce, and grow within a supportive and innovative company culture. We’re not just looking for someone to answer questions; we’re seeking individuals who can genuinely connect with customers, anticipate their needs, and turn every interaction into a positive brand experience. You will be an ambassador for ABOUT YOU, playing a crucial role in building customer loyalty and satisfaction. If you’re a quick learner, possess excellent communication skills in both German and English, and are driven by a desire to make a positive impact on every customer interaction, we encourage you to apply. Join us and become a vital part of our mission to deliver an outstanding customer journey in the exciting fashion tech industry.
Key Responsibilities
- Serve as the primary point of contact for customer inquiries via phone, email, and chat.
- Provide accurate and timely information regarding orders, products, shipping, returns, and general inquiries.
- Actively listen to customers to understand their needs and offer effective, tailored solutions.
- Troubleshoot and resolve customer issues efficiently, empathetically, and to their satisfaction.
- Document customer interactions and resolutions accurately in our CRM system.
- Collaborate with internal teams (e.g., logistics, IT, product) to escalate and resolve complex cases.
- Contribute to a positive team environment and continuously work towards improving our customer service standards and processes.
- Stay informed about new products, policies, and system updates to provide up-to-date information.
Required Skills
- Excellent verbal and written communication skills in German (C1/C2 level required).
- Proficiency in English (B2 level or higher).
- Strong empathy, patience, and active listening abilities.
- Natural problem-solving aptitude and a proactive approach to challenges.
- Ability to work effectively in a fast-paced, dynamic, and team-oriented environment.
- Basic computer literacy and comfort with learning new software and systems quickly.
- High degree of reliability, strong organizational skills, and a sense of responsibility.
- A positive attitude and a genuine desire to help customers and ensure their satisfaction.
Preferred Qualifications
- Any experience in a service-oriented role (e.g., retail, hospitality, volunteer work) is a plus, but not a requirement.
- Familiarity with e-commerce platforms or online shopping processes.
- Knowledge of additional languages (e.g., French, Dutch, Polish) is a bonus.
- Experience using CRM software is a plus, but not required.
Perks & Benefits
- Competitive monthly salary and opportunities for performance-based bonuses.
- Comprehensive onboarding program and continuous professional development training.
- Generous employee discount on ABOUT YOU products and other perks.
- Subsidized public transportation ticket (HVV ProfiTicket) for easy commuting.
- Modern, open-plan office space in the heart of Hamburg with excellent connectivity.
- Daily fresh fruit, free drinks, and delicious coffee to keep you energized.
- Regular team events, company parties, and a vibrant, international work culture.
- Opportunities for professional growth and career advancement within a rapidly expanding company.
- Company-sponsored health and wellness initiatives.
- Flexible working hours within service window and a supportive leadership team.
How to Apply
Ready to launch your career in customer experience with a leading fashion tech company? We are excited to hear from you! Please click on the application link below to submit your resume and a brief cover letter outlining why you’d be a great fit for ABOUT YOU.