Transaction Support Specialist (Finance and Billing)

SUMMARY:

Transaction Support Specialist (German-Fluent) - Remote
Are you a detail-oriented problem-solver who speaks fluent German and thrives on resolving complex e-commerce disputes?
Our Client, a dynamic German online classifieds platform, is looking for dedicated Transaction Support Specialists to join our customer experience team on a contract basis. You will be the crucial link in ensuring safe, reliable, and smooth transactions for our users.

POSITION INFO:

The Role: What You'll Do

1. Transaction & Customer Support

• Be the expert for all pre- and post-purchase inquiries related to payment services, shipping, refunds, and order status.
• Clearly communicate company policies and guide users through complex transaction processes.
• Document every interaction accurately using our CRM system.

2. Dispute Resolution & Investigation

• Take ownership of complex post-purchase claims, including missing items or items that are damaged or not as described.
• Investigate disputes thoroughly, using multiple data points to find fair, efficient, and satisfactory outcomes.
• Ensure all resolutions strictly follow company guidelines.

3. Operational Improvement

• Track and report on recurring customer issues and complaint trends to help management improve platform policies and support procedures.

The Requirements: What You'll Bring

• Language is a Must: C1-C2 German language proficiency is required (near-native/fluent).
• Experience: A minimum of three (3) years of hands-on experience in transaction support, payments, e-commerce dispute resolution, or a contact center environment.
• Skillset:
  
  • Strong analytical and problem-solving skills with attention to detail.
  • Proficiency with CRM systems for case management and tracking.
  • Practical working knowledge of online payment processes, refunds, and shipping logistics.
  • A professional, empathetic approach to handling customer frustrations.
• Technical: Reliable internet with a minimum 30 Mbps download speed is required (equipment is supplied).

The Details

• Type: Contract Position.
• Schedule: Full-time, 8-hour shifts, Monday-Friday. Flexibility is required as shifts are scheduled within business hours (7 am - 12 am SAST).