About the position
Transaction Support Specialist (German-Fluent) - Remote
Are you a detail-oriented problem-solver who speaks fluent German and thrives on resolving complex e-commerce disputes?
Our Client, a dynamic German online classifieds platform, is looking for dedicated Transaction Support Specialists to join our customer experience team on a contract basis. You will be the crucial link in ensuring safe, reliable, and smooth transactions for our users.
The Role: What You'll Do
This job is centered on handling payment, shipping, and dispute resolution for our customers, primarily through email.
1. Transaction & Customer Support
- Be the expert for all pre- and post-purchase inquiries related to payment services, shipping, refunds, and order status.
- Clearly communicate company policies and guide users through complex transaction processes.
- Document every interaction accurately using our CRM system.
2. Dispute Resolution & Investigation
- Take ownership of complex post-purchase claims, including missing items or items that are damaged or not as described.
- Investigate disputes thoroughly, using multiple data points to find fair, efficient, and satisfactory outcomes.
- Ensure all resolutions strictly follow company guidelines.
3. Operational Improvement
- Track and report on recurring customer issues and complaint trends to help management improve platform policies and support procedures.
The Requirements: What You'll Bring
- Language is a Must: C1-C2 German language proficiency is required (near-native/fluent).
- Experience: A minimum of three (3) years of hands-on experience in transaction support, payments, e-commerce dispute resolution, or a contact center environment.
- Skillset:
- Strong analytical and problem-solving skills with attention to detail.
- Proficiency with CRM systems for case management and tracking.
- Practical working knowledge of online payment processes, refunds, and shipping logistics.
- A professional, empathetic approach to handling customer frustrations.
- Technical: Reliable internet with a minimum 30 Mbps download speed is required (equipment is supplied).
The Details
- Type: Contract Position.
- Schedule: Full-time, 8-hour shifts, Monday-Friday. Flexibility is required as shifts are scheduled within business hours (7 am - 12 am SAST).
If you are ready to uphold operational excellence and customer satisfaction on a leading digital marketplace, we encourage you to apply!
Desired Skills:
- transaction
- ecommerce
- remote
- german
