Customer Support Specialist - German Market - M/W

In less than a decade, ManoMano has become a key player in the home improvement and renovation sector.

Launched in 2013, ManoMano is the reference online marketplace for DIY, home improvement and gardening . Co-founded by Philippe de Chanville and Christian Raisson, ManoMano brings together the largest offer of DIY & gardening online products: electricity, plumbing, hardware, frames, indoor and outdoor furniture, tools, etc. With more than 5 000 seller partners and 11 million products, ManoMano currently employs 550 people and operates in 6 markets (France, Belgium, Spain, Italy, Germany, United Kingdom).

Motivated by the prospect of improving the living environment of their customers and convinced of the importance of the home market for sustainable consumption habits, the ManoMano teams want to help write a new page in their industry, which is struggling to reform itself. ManoMano brings to a highly technical world the power of its sector expertise, combined with that of data and digital in all its dimensions, to offer our customers easy access to innovative advice, products and services 100% online.

The ambition of the Founders and, above all, of Manas & Manos? To accompany this sector transformation with a strong culture of boldness, in an ingenious and frugal organization that places people and teams at the heart of the company's development.

The Customer Service Specialist is responsible for handling complex customer inquiries (after-sales) as well as specific topics such as PayPal, Klarna, fraud, MF, CCP, reviews, social media, and CCIN, while demonstrating a high level of proactivity.

The main responsibilities include managing PayPal/Klarna cases and escalations, as well as supporting other agents and training new team members. As such, they do not actively handle incoming calls or chats.

Key Responsibilities

• Handle complex customer inquiries escalated from other agents

• Distribute and manage PayPal and Klarna cases

• Take initiative on daily issues and contribute to process improvements

• Manage escalations

• Provide occasional phone support during peak periods to ensure KPI achievement

• Support and assist other agents with their questions

Profile

• Native or bilingual German speaker

• Initial experience in customer service

• Ability to meet qualitative and quantitative targets set by management

• Strong knowledge of department tools, processes, and expertise

• Excellent interpersonal skills

• Strong listening, communication, and comprehension abilities

• High resilience to stress

• Assertiveness and ability to handle customer emotions

• Strong time management and organizational skills

• Customer solution-oriented mindset

• Ability to adapt to various situations and different customer types, including sensitive cases

  Apply now and join an exciting adventure ! ✨
  You are welcome to apply to ManoMano, regardless of your gender, religion, age, sexual orientation, ethnicity, disability.