Customer Support Agent

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Gusti Leder GmbH

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

👗 Fashion

🛒 Retail

👥 B2C

Fashion • Retail • B2C

Gusti Leder GmbH is a company dedicated to providing high-quality leather products, ranging from bags, accessories, and apparel to bicycle gear and home goods. They emphasize sustainability through their involvement in the SLOW fashion movement, ensuring transparency in production and collaboration with local producers. Customers can personalize items with engravings and enjoy repair services within the warranty period, highlighting their commitment to quality and customer satisfaction. By promoting leather as a recyclable material, Gusti Leder aims to influence positive change and environmental responsibility in the fashion industry.

📋 Description

• Respond to customer inquiries via email, ticketing systems, and other support channels. • Handle a minimum of 12 tickets/emails per hour while maintaining accuracy and service quality. • Ensure 100% SLA compliance, responding to all customer inquiries within 24 hours. • Understand customer concerns quickly and provide accurate, effective, and timely resolutions. • Deliver excellent customer service while minimizing unnecessary back-and-forth communication. • Escalate complex issues to the appropriate departments when necessary. • Maintain transparent and professional communication with customers and internal teams. • Be open to feedback, discussions, process improvements, and changes in workflows. • Manage multiple customer requests simultaneously while maintaining attention to detail. • Utilize a dual-screen setup (second monitor) to improve efficiency and productivity. • Keep accurate records of customer interactions and resolutions in the support system. • Continuously learn new processes, products, and tools to improve support performance.

🎯 Requirements

• Excellent written and verbal English communication skills. • Strong customer service mindset with a solution-oriented approach. • Ability to handle 12+ tickets/emails per hour efficiently. • Proven ability to multitask and manage priorities effectively. • Fast learner with the ability to quickly adapt to new tools and processes. • Strong attention to detail and commitment to service quality. • Reliable, transparent, and accountable in daily work. • Comfortable working in a fast-paced environment. • Ability to understand customer questions accurately and provide prompt resolutions. • Strong problem-solving and critical-thinking skills. • Ability to work independently while collaborating with team members. • Experience using email platforms, ticketing systems, and customer support tools. • Proficiency in Google Workspace or Microsoft Office. • Comfortable working with multiple tabs, systems, and applications simultaneously. • Access to a second monitor/screen for enhanced productivity and efficient ticket handling. • Stable internet connection and suitable work-from-home setup (if remote).