Customer Support Specialist (f/m/d)

<h2 id="job-description">Job Description</h2> <h2 id="a-little-about-us">A little about us:</h2> <p>Container xChange is the leading online platform for container logistics and operations. We simplify the logistics of global trade, making the processes surrounding the container as simple as the container itself, by providing a neutral infrastructure for all logistics companies.</p> <p>Our team of 150+ like-minded xChangees from 60+ nationalities has made this possible! We have scaled far beyond the small start-up we once were and continue to disrupt the industry together. </p> <p><strong>The role:</strong> As a Customer Support Specialist, you'll be the driving force behind elevating our Customer Service to new heights. Your mission would be to deliver exceptional operational support, tackle customer cases and inquiries with finesse, and, above all, ensure an unparalleled customer experience!This is a fixed-term contract limited to 12 months as a parental leave cover. Nevertheless, there is potential to transition to a full-term contract depending on performance and company needs </p> <p><strong>Location:</strong> Hamburg. We have a nice office right next to the Elbphilarmonie, with rooftop access and a a great view of the harbor. You are allowed to do hybrid work but expect to be in the office at least 3 to 4 days a week.</p> <h2 id="requirements">Requirements</h2> <p>Your Impact: </p> <ul> <li>Have ownership of marketplace escalations and solve them while using your mediation skills, industry knowledge, and creative mindset</li> <li>Bring your industry knowledge, subsequently suggesting ways to provide an optimal solution to our valued customers and guiding other team members to success by properly advising them</li> <li>Ensure exceptional and seamless customer experience through different channels</li> <li>Shape the customer journey by actively participating in all team processes, tools, and day-to-day activities</li> </ul> <h2 id="what-makes-you-a-great-fit">What makes you a great fit?</h2> <ul> <li>Proven experience in the container logistics industry, preferably equipment management and container operations</li> <li>Proven record of resolving customer issues and escalations, by understanding the general context and coming up with possible solutions even if that situation is unknown to you and the company - and proper categorizing it so we understand how to deal with it in the future and how to avoid it from happening.</li> <li>Not afraid to get on the phone with difficult customers while having a problem-solving mindset</li> <li>Possess a fixer mentality and pay attention to detail when solving customer queries</li> <li>Have experience with digital tools such as Zendesk, Salesforce, Excel, Slack</li> <li>A strong desire to master container logistics and international trade, continuously learning and improving expertise.</li> <li>Exceptional verbal and written communication skills</li> <li>Fluency in English - all additional languages are a plus</li> </ul> <p><strong>What makes you a PERFECT match?</strong></p> <ul> <li>Are you driven enough to handle difficult cases and calls every single day?</li> <li>Are you prepared to become a mediator between two transacting customers and take the initiative to make judgment calls when needed?</li> <li>Are you a natural problem-solver, curious and innovative?</li> <li>Do you have a passion for industry trends and best practices?</li> </ul> <h2 id="what-to-expect">What to expect:</h2> <p><strong>Ownership and Impact at xChange:</strong> Take charge right from the start and observe the direct influence of your contributions to propelling xChange to success with our products boasting high scalability. We are partnered with the Fürstenberg Institut for personal coaching and professional development to support you along the way.</p> <p><strong>Earning Potential:</strong> Receive an attractive compensation package (fixed salary + commission) along with a competitive equity package that reflects our dedication to your success</p> <p><strong>Diverse Team:</strong> Become a part of a lively and globally diverse team with flat hierarchies, comprising over 60 nationalities within our 150+ highly motivated and enthusiastic colleagues eagerly anticipating your input with remarkably flat hierarchies </p> <p><strong>Other perks at xChange:</strong> 28 vacation days, a mental healthcare &amp; coaching program, discounted bike leasing, a subsidized Deutschlandticket, language courses, and many more. Feel free to ask the Talent team for details 😊</p>