Description
As a Customer Care Specialist at TaskUs, you will be the backbone of the company, providing world-class customer experience to premium clients. You will act as a true brand ambassador, combining empathy with deep product expertise to resolve inquiries accurately, efficiently, and respectfully in every single interaction.
Responsibilities:
- Track and follow complex, escalated cases to ensure they are investigated and closed in an efficient and timely manner.
- Maintain high customer satisfaction, representing a major brand through advanced case handling.
- Handle deep-tier investigations independently, resolving issues like missing orders, payment anomalies, and logistics discrepancies.
- Make judgment-based decisions within policy guidelines, handling exceptions and customer appeasements.
- Escalate exceptionally complex cases by contacting Level 3 support, Transport, or Accounting when outside L2 scope.
- Support and guide Level 1 teammates with your expertise on complex topics like warranties and advanced logistics.
- Manage marketplace cases and post-launch review platforms to protect brand reputation.
Role Requirements:
- Must be fluent in English (C1/C2) speaking and writing.
- Minimum 2 years experience in Customer Support, technical support, or escalations, especially with fashion functions.
- Great communication skills, written and orally, with the ability to convey complex technical or logistical solutions clearly.
- Demonstrate strong abilities to work independently and as a remote team player.
- Must be adaptable and flexible, demonstrating abilities to work with advanced system tools, process updates, and information changes.
- Proven customer communication and escalations experience (Chat, E-mail & Phone).
- Strong working knowledge of advanced CRM/OMS systems, backend logistics tracking, and PC based internet and software applications.
Benefits:
- Private Health and Life insurance with Generali
- Transportation allowance: 65€ gross/month
- Meal allowance: 85€ net/month
- Birthday leave: 1 additional day off paid by the company (after the course of the 1st year in TaskUs)