JOB PURPOSE 

As an Customer Care Agent, you provide frontline support to ONECare clients, resolving service issues via Service Cloud or other channels. You advise and guide clients on solutions and the use of ONE's self-service tools. Collaborating with the Customer Administration team, you contribute to the overall customer service experience by promptly managing cases and meeting targets.

 PRIMARY JOB RESPONSIBILITIES

• Respond to service queries, initiate solutions per SOPs
• Stay informed on sector developments, internal knowledge, SOP changes, and regulations
• Educate clients on self-service tools to boost ONECare automation/efficiency 
• Stay current on self-service/e-commerce tools, promote their use, and provide improvement feedback 
• Ensure compliance with company rules 
• Collaborate effectively internally and externally
• Work closely with Customer Administration and Care Sales Specialists, escalating cases professionally when necessary
• Communicate effectively and professionally with customers, offering reliable advice
• Promote and use ONE’s e-commerce platform and self-service tools to support digital transformation
• Actively find ways to apply ONE’s technological enablers to your specialization

REQUIRED SKILLS AND COMPETENCIES

• A minimum of 2 years of professional shipping experience in shipping is required
• Distinct customer and service focus
• Persuasive, target and result oriented
• Google Workspace skills and a strong administrative focus
• Clear oral and written communication skills in German and English
• Strong digital orientation and growth mindset
• Teamwork and high engagement level

WHAT WE OFFER

• Modern workplace
• Mobile working possibilities (2 days per week)
• 30 days vacation
• Flexible working time
• Job bike possibility
• Company pension scheme
• Open communication and innovative collaboration
• Career & development opportunities

Located in the Hamburg office