UX Product Experience Designer creating digital identity solutions for banking and retail sectors. Involves designing user journeys, interfaces, and prototypes aligning with enterprise requirements.
About the role
- Customer support role at Ada Commerce GmbH resolving product and order inquiries with a strong focus on service. Responsibilities include managing tickets, phone support, and social media communication.
Responsibilities
- Handle tickets (email/portal): product, delivery and order inquiries
- Review complaints, agree on solutions, and process refunds/replacements
- Phone: handle incoming calls in a friendly, clear and reliable manner
- Create and approve returns; track return statuses
- Payment cases: PayPal/Klarna (evidence, deadlines, statements)
- Coordinate with warehouse/shipping/shop; document processes accurately
- Identify quality issues, consolidate root causes, and propose improvements
- Social media communication: respond to DMs/comments and convert cases into the ticketing system
- Manage reviews (Google, Trustpilot, shop): address issues objectively and provide feedback
- Maintain templates/FAQs (response blocks, knowledge base)
- Monitor SLAs/KPIs; initiate escalations promptly
- Perform similar day-to-day tasks as needed (e.g., address/order corrections)
Requirements
- Fluent German, spoken and written (clear, accurate) — required
- Discipline, customer-oriented attitude, ability to work under pressure
- Service mindset: calm, solution-focused and reliable
- Initiative with a view to the company’s best interests (cost/benefit awareness)
- Proficiency with PC/web tools (ticketing, CRM, shop platform, Office); fast typing speed
- Plus: experience in e‑commerce support, payments and/or logistics
Benefits
- Remote work after onboarding (1–2 months on-site in Neuss)
- Fair pay based on skills and responsibility
- Small team, flat hierarchy, direct access to management
- Steep learning curve and exposure to all areas (shop, logistics, payments)
- On-site: free water & coffee; hot lunch 2–3× per week (in-house cook)
- Quiet location with a private yard and parking spaces
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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