E-Commerce Customer Service representative (m/w), Hamburg

E-Commerce Customer Service representative (m/w) in part time (5 vacancies)

CSRs are the single point of contact for all e-commerce customers, communicating in multiple languages (German, English or French).

Main tasks

• Generate new and repeat sales by providing product and technical information to customers via telephone/email
• Accurately process customer transactions such as registrations, orders, returns, etc.
• Provide accurate information regarding availability of in-stock items
• Assist customers in completing registrations and orders online (basic technical support).
• Obtain accurate information from the distribution centre relating to shipment dates and expected date of delivery
• Increase sales and average order size by means of cross-selling, up-selling, add-on sales and offering promotional sale items
• Educate customers about terminology, features and benefits of products in order to improve sales and customer satisfaction
• Monitor scheduled shipment dates to ensure timely delivery of sales orders, expedite when necessary, and contact customers following sales when necessary
• Identify trends in customer satisfaction or dissatisfaction and report findings to the manager
• Support E-Commerce Management in website usability and user acceptance tests
• Collaborate with Montblanc's existing Customer Service organisation for repairs and after-sales service requests

Requirements

• Degree in Business or Marketing, alternatively Arts, Culture, Media/Publishing or language focus.
• Experience in high-quality customer service environment or in-bound call center beneficial. Work experience in Fashion, Consumer Goods or Retail with customer contact considered a plus.
• Multi-language required - minimum 2 out of 3:English, French, German (ideally native speakers). Italian or Spanish considered a big plus for future expansion.
• Customer and service orientation, excellent communicator
• Sound knowledge of distant sales business and online shopping.
• PC/Web literacy required.
• Passion and commitment to represent Montblanc as brand ambassador
• Accuracy with data and systems, SAP skills a plus.
• Flexibility / willing to work part-time, also on Saturdays.