Customer support specialist consultant – e-commerce marketplaces

18 hours ago

Delhi, India House Of Luma Full time

Job Title: Customer Support Specialist – E-commerce Marketplaces (German Market)Location: RemoteEngagement: Consultant ContractualCompany: House of LumaBudget: ₹30,000 / month (non-negotiable)We are seeking aCustomer Support Specialistto 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 inGerman , supported by AI translation tools when needed (Deep L, Google Translate, Chat GPT, etc.). This role requires accuracy, accountability, and strong written communication skills.Key ResponsibilitiesGerman-Language Customer CommunicationRespond to customer messages in German (using AI-assisted tools where needed) while ensuring tone, clarity, and professionalism.Build Support System from ScratchHelp configure Freshdesk (or a similar platform), including automation rules, tags, canned responses, queues, views, and reporting.Timely and Structured Ticket HandlingMeet marketplace SLAs and ensure messages are logged, managed, and resolved properly within assigned timelines.Attention to DetailProvide accurate responses related to orders, refunds, returns, replacements, and product queries — with zero ambiguity or miscommunication.Process Ownership & AccountabilityWork independently during assigned hours, manage ticket volumes, escalate when needed, and ensure end-to-end resolution.Continuous ImprovementSuggest improvements to workflows, customer messaging tone, automation setup, and reporting structure as the operation grows.Collaboration & TransparencyShare 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 inGerman(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 yetBonus Skills⭐ Experience with automation rules and workflow setup in Freshdesk⭐ Experience in cross-border e-commerce support⭐ Understanding marketplace SLAs and compliance risksWhat We OfferRemote freelance role⏱ Defined working hoursA chance to shape the support system from day oneExposure to European marketplace operations

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