Customer Service Agent (m/f) – E-Commerce
About IQAir
IQAir AG is the global leader in measuring and improving air quality. We help people live longer, healthier lives by protecting them at home, at work, and on the go from air pollution and allergens. At our Swiss technology center, we develop and produce IoT air monitoring devices and air purification systems for private, public, and clinical applications. Our customers include government agencies, schools, medical facilities, Fortune 500 companies, embassies, and health-conscious private individuals in over 100 countries. Our air quality app AirVisual is used by more than 50 million people worldwide.
You are the first point of contact for our customers on all questions regarding e-commerce orders. Your focus will be on independently handling support requests, advising our international customers on the application range of our products, and assisting customers with any issues concerning orders, deliveries, or complaints until a solution is found, in order to ensurean optimal customer experience.
Your Tasks
Support Requests
- Processing incoming customer inquiries (B2C)
- Proactively contacting customers in case of problems with orders or deliveries
- Identification of technical issues with products
- Coordination of repair orders – including returns & shipping
- Providing advice on the scope of application and use of IQAir devices
Ticket Management
- Efficient written processing of support requests in the CRM system
Order Management
- Fraud management for e-commerce orders (verification & approval or cancellation)
- Corrections of e-commerce orders
- Processing of warranty & goodwill cases
- Creation & processing of direct sales orders
Coordination with Shipping Providers
- Creating & processing tickets in third-party tools
- Handling returns, delivery issues, or search requests
Our Requirements
- Successfully completed commercial training
- Several years of professional experience in customer service with a focus on e-commerce
- Experience in export processing is an advantage
- Good knowledge of e-commerce regulations in the EU
- Proficient use of MS Office as well as ERP & CRM systems
- High service orientation and enthusiasm for customer contact
- Reliable, precise, and self-reliant working method
- Good technical understanding and product interest, especially in connected products
- Excellent communication skills in German and English, both written and spoken – additional European language skills are an advantage
Our Offer
- An exciting position in a global technology company
- Varied and challenging tasks with a high level of personal responsibility
- An open corporate culture with flat hierarchies
- Modern workplaces and a high-quality IT infrastructure
- Remote Work from Eastern Europe as a freelancer
Place of Work
Remote Work from Eastern Europe