Handle escalated customer inquiries (mainly via email, occasionally by phone), ensuring professional and empathetic communication, Advise customers on products, orders, returns and payment topics, Manage disputes on platforms like Klarna, PayPal & marketplaces (Amazon, eBay) and respond to feedback on platforms such as Trustpilot and NPS, Act as key contact for escalations from management, legal, compliance and outsourcing partners, Conduct root cause analysis, monitor escalation trends, and support process improvements, Collaborate closely with internal teams to ensure smooth resolution and consistent service quality, Contribute to selected projects
