Complaint Specialist
Chrono24•Miami, FL
•Onsite
About The Position
As part of our Operations team, you’ll play a key role in ensuring trust and satisfaction among our global community of watch enthusiasts, buyers, and sellers. You’ll take ownership of complex customer cases, resolve disputes with fairness and empathy, and represent Chrono24’s values in every interaction.
Requirements
- Experience in customer service and complaint management, ideally within an e-commerce, fintech, or marketplace environment.
- Confident communicating with customers — even in challenging situations — and have a strong service mindset.
- Ability to assess complex cases, analyze information critically, and make balanced, data-informed decisions.
- Fluent in English, spoken and written.
- At least B2 German skills.
- Solid computer literacy and ability to learn new tools quickly.
- Attention to detail, ability to stay calm under pressure, and bring empathy, fairness, and structure to your work.
Nice To Haves
- Additional languages are a plus.
- Interest in watches and luxury products.
- Experience with CRM or ticketing systems (e.g., Zendesk) is a plus.
Responsibilities
- Handle and resolve customer complaints via our ticketing system and on the phone — always with professionalism and composure.
- Ensure a smooth and transparent transaction flow supporting both buyers and sellers throughout the process.
- Analyze each case carefully to find impartial, well-reasoned solutions that balance user satisfaction and platform integrity.
- Collaborate closely with colleagues across Customer Care, Legal, and Growth Departments to achieve the best possible outcome for all parties involved.
- Contribute to quality assurance by identifying recurring issues, proposing process improvements, and helping refine our complaint management standards.
- Support Product Management by sharing insights from user feedback to help optimize our platform and processes.
- Participate actively in our international team culture - exchanging ideas, knowledge, and best practices across time zones.
Benefits
- Continuous learning through training sessions and product knowledge workshops.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
