Customer Support Specialist consultant
1 week ago
Job Title: Customer Support Specialist – E-commerce Marketplaces (German Market) Location: Remote Engagement: Consultant Contractual Company: House of Luma Budget: ₹30,000 / month (non-negotiable) We are seeking a Customer Support Specialist to develop and manage the customer support experience for our German-speaking marketplaces. This role will be responsible for setting up and running our support workflow from the ground up — including Freshdesk configuration, automation setup, templates, and structured response processes. The support work will be primarily in German , supported by AI translation tools when needed (DeepL, Google Translate, ChatGPT, etc.). This role requires accuracy, accountability, and strong written communication skills. Key Responsibilities 🔹 German-Language Customer Communication Respond to customer messages in German (using AI-assisted tools where needed) while ensuring tone, clarity, and professionalism. 🔹 Build Support System from Scratch Help configure Freshdesk (or a similar platform), including automation rules, tags, canned responses, queues, views, and reporting. 🔹 Timely and Structured Ticket Handling Meet marketplace SLAs and ensure messages are logged, managed, and resolved properly within assigned timelines. 🔹 Attention to Detail Provide accurate responses related to orders, refunds, returns, replacements, and product queries — with zero ambiguity or miscommunication. 🔹 Process Ownership & Accountability Work independently during assigned hours, manage ticket volumes, escalate when needed, and ensure end-to-end resolution. 🔹 Continuous Improvement Suggest improvements to workflows, customer messaging tone, automation setup, and reporting structure as the operation grows. 🔹 Collaboration & Transparency Share status updates, flag recurring cases, and coordinate with other teams when needed (logistics, marketplace ops, product). Requirements ✔ Experience in customer support — preferably marketplace support (Amazon/Otto/Kaufland) ✔ Strong written communication in German (with or without native fluency; AI tools allowed) ✔ Experience using Freshdesk or similar platforms ✔ Ability to work independently in a remote environment ✔ Detail-oriented, consistent, and process-driven ✔ Comfortable building structure where none exists yet Bonus Skills ⭐ Experience with automation rules and workflow setup in Freshdesk ⭐ Experience in cross-border e-commerce support ⭐ Understanding marketplace SLAs and compliance risks What We Offer 💻 Remote freelance role ⏱ Defined working hours 🧩 A chance to shape the support system from day one 🌍 Exposure to European marketplace operations
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