itembase establishes order. Rummaging in drawers, shelves and folders for receipts, warranties, etc. wastes our precious time. We make shopping transparent. Since 2011 our unique web service offers a central platform to all online shoppers where manuals, receipts and warranties are automatically processed, displayed and archived. In the itembase community you can share your new purchases and product experiences with your friends and things can be resold easily with just one click. More than 6,000 partners and nearly 1 million users across Germany already can't do without the new simplicity of shopping. As the Winner of 10. Founder Showcase and German Silicon Valley Accelerator this makes us more than proud.
You'll interact with the itembase user base as a moderator. You’ll dedicate your hours to guaranteeing the best possible user experience. You'll build processes along the way and think of ways to improve and automate your duties. You will address and resolve customer technical difficulties and product usage inquiries, and provide consultative support and recommendations to help our partners be successful in their current and future e-commerce endeavors. Your responsibility will be to proactively coordinate our marketing and brand building efforts, online and offline, towards both B2C and B2B target groups. We will expect you to come up with outstanding campaigns for our various marketing channels to make sure that we address out target groups in the best possible way and simultaneously create a flawless brand image. As a member of our young international team you will provide world-class service to our diverse customer base, resolving customer issues through multiple contact channels.
Product Support Responsibilities:
Serve partners by phone and email to Identify opportunities to make every user successful. This involves troubleshooting issues and recommending or explaining product and service features that are best suited to the customer’s needs.
Successfully resolve complex customer e-mail and telephone inquiries through the use of our customer support tool and your personal product knowledge.
Ensure the highest level of customer satisfaction by providing lasting issue resolutions in a timely manner.
Address and escalate technical concerns; recreate site and tool issues as necessary; file bug reports.
Identify and evaluate opportunities to increase customer retention and satisfaction through the use of our products and services, developing techniques for preventing similar future issues
Contribute to the identification and development of opportunities to expand self-help in our product
Excellent command of English, good German skills (additional languages a clear advantage)
1-2 years of experience in a customer-facing role, preferably for an Internet or e-commerce company
World-class customer service focus.
Exceptional oral and written communication skills
A pro-active approach and ability to adapt to most pressing needs
This is our offer:
Attractive salary package for ambitious challenges
Open-minded, friendly, international colleagues
Trendy, light-filled office in Berlin Kreuzberg
Start-up spirit in a cutting edge environment
A lot of room for creativity and ideas
Send us an email with your CV and availability to firstname.lastname@example.org