Resolution Specialist (m/w/d)

About the Position

Resolution Specialist (m/w/d)

Karlsruhe

Vollzeit

Befristet

38.000 - 40.000 € pro Jahr

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About the Role

As part of our Operations Team, you will play a pivotal role in ensuring trust and satisfaction within our global community of watch enthusiasts, buyers, and sellers. You will take responsibility for complex customer cases, resolve conflicts with fairness and empathy, and uphold the values of Chrono24 in every interaction.

This position is a fixed-term contract to cover parental leave until October 31, 2028.

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Responsibilities

• You will handle and resolve customer complaints via our ticketing system and phone, always with professionalism and calmness.
• You will ensure a smooth and transparent transaction process, supporting both buyers and sellers throughout.
• You will analyze each case meticulously to find impartial, well-founded solutions that balance user satisfaction and platform integrity.
• You will work closely with colleagues from Customer Care, Legal, and Growth to achieve the best possible outcome for all parties.
• You will contribute to quality assurance by identifying recurring issues, suggesting process improvements, and further developing our complaint management standards.
• You will support Product Management by sharing insights from user feedback to optimize our platform and processes.
• You will actively participate in our international team culture by exchanging ideas, knowledge, and best practices across time zones.

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Requirements

• You have experience in customer service and complaint management, ideally in the e-commerce, fintech, or marketplace sector.
• You communicate confidently with customers, even in challenging situations, and have a strong service orientation.
• You can assess complex cases, critically analyze information, and make balanced, data-driven decisions.
• You are fluent in English (both spoken and written) and have at least B2 level in German. Additional languages are a plus.
• You are interested in watches and luxury products. You may not be an expert yet, but you are curious to learn more about brands, models, and the market-and enjoy discussing them with others.
• You are a team player who thrives in an international and dynamic environment.
• You have good computer skills and quickly learn new tools-experience with CRM or ticketing systems (e.g., Zendesk) is a bonus.
• You work with attention to detail, remain calm under pressure, and bring empathy, fairness, and structure to your work.

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We Offer

At Chrono24, you will be part of a team that connects millions of watch enthusiasts worldwide. We believe in transparent communication, fair decisions, and building trust-not only between buyers and sellers but also among colleagues.

Here’s what you can expect:

• An open, international work culture that values initiative and collaboration.
• Continuous learning through training and workshops on our products.
• The opportunity to grow in an environment where expertise, empathy, and quality are as important as results.

If you are looking for a role that combines customer communication, analytical problem-solving, and a passion for watches-we look forward to hearing from you.

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Diversity@Chrono24: We Believe in the Power of Diversity

Diversity is our strength.

At Chrono24, we embrace diversity because we are convinced that it not only enriches our corporate culture but also drives our success. Be yourself-and let’s achieve great things together.

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About Us

Together We Grow – Become Part of Our Team!

We stand for a dynamic corporate culture with flat hierarchies and a strong team spirit. We are growing fast-and we like to go beyond our limits. We actively shape our future by creating an inspiring and attractive working environment.

Do you want to support us? Then apply now and become a valuable part of our team in a company that is constantly growing-with you!