Customer Service Manager

About Orange Connex SpeedPAKSpeedPAK provides a fully integrated shipping solution from many countries to a range of international destinations. The solution is developed specifically by Orange Connex, a joint venture of eBay, to widen seller-horizons, helping them to open up international markets. Every day, we ship thousands of parcels across the globe. We have locations in Shanghai, London and in Berlin-Kreuzberg where we have an office overlooking the Spree.Why This Role MattersYou’ll be an expert supporting eBay sellers using our Orange Connection Global SpeedPAK service. When things go sideways – whether it’s lost shipments, system hiccups, or frustrated sellers – you’ll own the solution while driving process improvements that boost customer loyalty.Your Day-to-DaySolve Complex IssuesTroubleshoot shipment problems across email, live chat, and (outbound) phonePartner with vendors and eBay to track shipments and find solutionsHandle escalations coming from junior team members and guide them to a resolution.Liaise with internal departments where necessary to resolve issues.Deliver customer centric ServiceRead between the lines: understand unspoken customer needsTurn complaints into loyalty through proactive follow-upsActively participate in seller onboarding and improving seller documentationMake Us BetterMaking (refresher) (mini-)trainings for junior colleaguesKeeping an eye on metrics and create reportsKeeping our knowledge base up to dateParticipate in best practice sharing with colleagues across the globeHelp analyse contact drivers and flag recurring pain points and pitch solutions to leadershipWhat you bringYou are located in the greater Berlin area and already entitled to work and live in Germany.Fluent spoken and written business German (native level) and English (C1+ level)1+ years in B2B customer support (e-commerce/logistics preferred)Customer obsession, you´ll be a true advocate for our customersA knack for explaining complex matters in a simple wayA sixth sense for catching cultural nuances in communicationNatural ownership of problems start-to-finishTech savviness: comfortable juggling multiple systemsHow we measure successResponsiveness to customer requestsQuality assurance and customer satisfaction scoresWhat we offerA truly great team of people that truly work together as a teamA salary above the market average and 25 days' holidayBenefits such as public transport ticket, special employee discounts, team events, etc.A great office with a view of the Spree, terrace, free drinks and fruit.The possibility to work partially in home officeOrange Connex is an equal opportunities employer, and we love the diversity of our workforce. We welcome your application and will process it regardless of gender, religion, skin colour, origin, sexual orientation, gender identity, age, marital status or disability status.All information submitted will be processed by OC for the purpose of managing applications. If you wish to exercise your rights or have any questions about the processing of your data, you can contact us in writing at [email protected] .

Standort

Orange Connex Europe, Berlin