english - customer care specialist (tier 2)

Think of yourself as the backbone of the company. Imagine going to work with one primary goal: to provide the absolute best, world-class customer experience to our 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.

We make sure we get the best of the best, after all, we are a ridiculously good company (TaskUs) so we make sure our employees are top-notch. The position offers a gross monthly salary of [xxx] plus many other (both monetary and non-monetary benefits).

So come on, now we need your full concentration because it's time to imagine what it's like being a Customer Care Specialist!

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.

• Experience in technical-based customer assistance and backend tracking through voice, chat, email, WhatsApp, and other channels.

• 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.

• Esclate exceptionally complex cases by contacting Level 3 support, Transport, or Accounting when outside L2 scope.

• Previous experience dealing with the challenges faced in an escalation-focused, customer-centric role.

• Advanced problem-solving and critical thinking skills to analyze system gaps (OMS, DC, Finance).

• A passion for problem-solving with the customer's interest and satisfaction being the primary goal.

• Support and guide Level 1 teammates with your expertise on complex topics like warranties and advanced logistics.

• Ability to become part of the customers in their purchase journey. Everything from understanding their needs and celebratory life moments, to answering product and inventory related questions, through processing customer and payment details.

• Fashion Savvy.

• Manage marketplace cases and post-launch review platforms to protect brand reputation.

• Ability to effectively and correctly communicate verbally and in written format.

• Other duties as assigned.

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.

• Must be willing to participate in a background screening.

• 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.

• Empathize with customers that are experiencing high-friction issues, and help them resolve their issue.

• Navigate deep documentation and internal cross-functional resources to provide world class service.

• Clear Communicator - customers leave interactions with zero confusion.

• Problem Solver - Ability to identify, troubleshoot, and perform root-cause analysis on complex issues.

• Coachable - Open to feedback and can show improvement.

• Being willing to work in shifts rotation, including weekends and holidays (if needed). Working hours are subject of change and will be notified in a timely manner to allow work-life balance.

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)