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About the Role
At Rosental Organics, you will actively build and optimize the Customer Care department, ensuring the community has the best brand experience. You will handle customer inquiries across multiple channels, manage the complaint process, oversee order management, and create reports to drive improvements.
Responsibilities
- Handle customer inquiries across channels: email, chat, and help center, ensuring quick and solution-oriented responses.
- Take ownership of the complaint process: analyze patterns, identify weaknesses, and implement concrete improvements.
- Monitor order management from order verification to shipping status, proactively intervening before issues escalate.
- Create and maintain regular reports, derive concrete measures, and make successes and optimization potentials transparent.
- Continuously develop workflows and processes in Customer Care with the goal of measurably increasing efficiency and customer satisfaction.
Requirements
- Minimum of 2 years of experience in customer service, ideally in an e-commerce environment.
- Solution-oriented mindset, taking responsibility and driving topics independently.
- Clear, empathetic, and professional communication skills in German and English, fluent in speaking and writing.
- Data-driven approach: actively use reports and KPIs to make decisions and improve processes.
- Proficient in Google Workspace and Asana.
- Experience with Gorgias is a clear plus.
Skills
- Customer Service
- E-commerce
- Communication
- Data Analysis
- Process Optimization
- Google Workspace
- Asana
- Gorgias
Location
- Hybrid
Work Type
- Hybrid
- Full-time
Experience Level
- Minimum 2 years experience
Benefits
- 28 days of vacation (additional days possible)
- Baden-Württemberg public holidays and Berlin Women's Day
- Hybrid work model with at least 2 days in the office per week
- Attractive bonus system in addition to fixed salary
- Access to nilo.health for mental fitness and prevention
- Urban Sports Club membership
- Subsidized company pension plan
- Personal training budget
- Job bike, company car, or subsidized Deutschlandticket
- Discounted Rosental products, plus other discounts and benefits
- Other benefits in our Karmaclub
About the Company
- Rosental is a team of over 60 employees focused on holistically healing skin concerns with innovative products that combine natural ingredients with modern science and promote sustainable well-being.
- As an innovator in the beauty world, we are building a brand that others will follow.
- We operate data-driven, make fact-based decisions, and live a high-performance culture with real ownership, speed, and development opportunities.