Customer Service Advisor

Working with the wider team

• Chase stock and fulfilment issues with the warehouse and Product team, and flag anything that needs a reship or a hold on stock.
• Raise patterns early to the Head of Customer Service and/or relevant department

Housekeeping and reporting

• Keep the queue clean: tag tickets accurately, close spam and auto-replies, and keep macros and Help Centre articles up to date where required.
• Log refunds, reships, common issues and recurring problems so they feed into the monthly CS report for each client.
• Help maintain and improve the AI Agent's guidance and the CS Help Centre for new stores.

Launches and release weeks

Our workload follows the music. A store launch, a pre-sale or an album release can bring hundreds of tickets in a few days, and the questions shift with each stage of the campaign.

• Pre-order and pre-access: questions about access codes, dispatch dates and what's included in bundles.
• Release week: high volume around delivery timing, signed items and chart-eligible bundles, where getting media to customers on time matters.
• After release: returns, damaged items, missing parcels and reship requests.

You'll need to stay calm and accurate under pressure, prioritise the tickets that matter most, and occasionally flex your hours around a launch.

Skills and experience

Essential

• At least 1 year in customer service, ideally for an e-commerce or retail brand.
• Clear, warm written English and German, with the judgement to adjust tone for different artists and fanbases.
• Comfortable working a busy ticket queue and hitting response times.
• Organised and detail-focused: order numbers, SKUs, addresses and refunds need to be right first time.
• Confident using helpdesk software and picking up new systems quickly.
• Knows when to resolve and when to escalate.

Desirable

• Experience with Gorgias, Shopify or Loop Returns.
• Knowledge of UK and EU consumer rights for online purchases.
• Experience in music, merchandise or entertainment retail.
• An interest in music and the artists we work with.

What we offer

• Work with a wide range of artists, from emerging acts to established names
• A great, fast-growing team
• A modern office in Kreuzberg
• Discounts on a monthly BVG ticket and Urban Sports Club membership

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Quelle: Statistisches Bundesamt (Destatis), Tabelle; dl-de/by-2-0; eigene Berechnung