At Horatio, we are seeking a highly skilled Customer Experience Specialist to join our dynamic team. This role involves providing exceptional customer service to our global client base, assisting with inquiries and resolving issues across multiple channels. Key Responsibilities: - Provide high-quality customer service in German and English, assisting with orders, account setup, and general inquiries. - Liaise between customers and partners to resolve order fulfillment, product, pricing, and quality issues. - Interface with external shipping partners regarding tracking and customs clearance. - Evaluate and resolve customer disputes in accordance with company policies, including commissions, missing or damaged items, and reviews. - Identify and escalate issues beyond your scope to the appropriate department. - Utilize internal tools and resources to provide accurate and timely information. - Achieve at least 92% customer satisfaction, with higher targets for live channels. - Adhere strictly to established policies and procedures. Qualifications: - Fluent or proficient in German, with proficiency in English. - Excellent verbal and written communication abilities across multiple channels. - Previous experience in a customer-facing role is preferred. - Comfortable using CRM systems and other customer service software. - Strong analytical skills with the ability to handle complex issues. - Ability to work flexible hours to accommodate customers' local business hours. - Collaborative mindset with the ability to work effectively in a team-oriented environment. - High school diploma or equivalent. What We Offer: - On-site amenities including free meals, fitness center, and health services. - Opportunities for advancement and professional development. - Collaborative environment committed to excellence. - Competitive salary with performance-based incentives.