Customer Service Specialist (k/m/x)

ABOUT US
At Buddy & Selly, we are Europe’s leading re-commerce platform for luxury second-hand fashion. We believe in sustainability and the beauty of giving high-end designer pieces a second life. Our mission is to make selling and buying luxury fashion as easy, transparent, and fast as possible. We are currently scaling our team and looking for digital-savvy professionals to join our service department.

THE ROLE
We are moving away from traditional support. As a Customer Service Agent at Buddy & Selly, you won't just "process tickets"—you will be an essential part of a highly automated, AI-supported service environment. Your focus will be on solving complex customer inquiries and high-value cases that require a human touch, while our smart workflows handle the routine.

YOUR RESPONSIBILITIES
• Digital Communication: Manage and resolve customer inquiries via Zendesk (Support, Messaging, and Chat) with a focus on quality and speed.
• Problem Solving: Handle high-value customer cases regarding luxury fashion, logistics, and payments that go beyond standard automated solutions.
• Tool Optimization: Work daily with Zendesk and internal ERP systems to ensure seamless data flow and customer satisfaction.
• Feedback Loop: Identify recurring issues and suggest improvements for our automation triggers and macros to help us reach our 60-80% automation goal.
• Excellence: Maintain high CSAT (Customer Satisfaction) scores and meet First Response Time targets.
YOUR PROFILE
• CRM Savvy: You have experience (or a high affinity) for working with Zendesk or similar ticket-based CRM systems.
• Digital Native: You prefer typing over talking. You are efficient with keyboard shortcuts, macros, and navigating multiple digital tools simultaneously.
• Language Skills: Excellent command of English is required. Fluency in German is a significant advantage as it is our core market.
• E-commerce Mindset: You understand the fast-paced nature of B2C retail and ideally have a passion for sustainable fashion.
• Detail-Oriented: You have a sharp eye for detail, which is crucial when dealing with luxury high-end designer pieces.

WHAT WE OFFER
• Modern Workspace: A "No-Phone" environment focusing on smart, digital communication.
• Innovation: Work with the latest AI-driven support technologies and Zendesk tools.
• Impact: Be part of a business model that actively contributes to a greener planet through circular fashion.
• Growth: A dynamic environment with flat hierarchies and the chance to grow alongside a market leader.