Werkstudent Kundenservice / Customer Support (m/w/d)
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Job description
About the Position
Werkstudent Kundenservice / Customer Support (m/w/d)
Pinneberg, Hamburg
Part-time
Hourly Rate: 16 €
About the Role
To strengthen our customer service team, we are looking for a reliable Werkstudent (m/w/d) to assist us in handling incoming customer inquiries.
You will manage typical inquiries related to orders, deliveries, and returns through our Freshworks ticketing system. You will work in a structured, meticulous, and solution-oriented manner. Direct customer contact on-site does not occur; communication is primarily in writing.
For the first three months, you will undergo training with our team in Pinneberg. After that, depending on your training progress and in coordination with the team, working from home will also be possible. A move to our new location on Schnackenburgallee in Hamburg is planned by the end of the year.
Main Responsibilities
- Handling incoming customer inquiries via Freshworks
- Answering questions about order and delivery status
- Researching and providing tracking information
- Resolving missing or incompletely delivered products
- Processing returns and providing return labels
- Documenting processed issues in the ticketing system
- Forwarding more complex inquiries to the responsible internal contacts
- Ensuring reliable and service-oriented communication
Your Profile
- You are enrolled at a university or college.
- You have excellent command of the German language, both spoken and written.
- You are proficient with a browser, the internet, and common computer applications.
- You work concentrated, meticulously, and reliably – even with repetitive tasks.
- You are eager to learn and quickly adapt to new systems and processes.
- You communicate in a friendly, service-oriented, and reliable manner.
- You are flexible to work Monday through Friday within our service hours from 09:00 to 18:00.
- Previous experience in customer service or with Freshworks is welcome but not required.
- You can handle occasional inquiries in English or French using translation tools.
Why Us?
- Structured and personal onboarding by dedicated contacts
- Easy entry – even without customer service experience
- Predictable working hours of approximately 20 hours per week
- Opportunity to increase working hours during semester breaks
- Possibility of working from home after successful training
- A relaxed working atmosphere without a formal dress code
- Short decision-making processes and direct teamwork
- A modern, international work environment within the Touch Incentive Group
- Easy accessibility of your contacts in daily operations
About Us
Touch oneConcepts is an expert in customized incentive solutions with over 10 years of experience. We strengthen customer and employee relationships across Europe through high-quality tangible rewards. Our dedicated team of over 20 employees offers individual solutions for motivation, appreciation, and customer retention. Founded in 2015, we have been growing steadily and now serve over 250 satisfied partners. With a new fulfillment center in Europe and international orientation, we are always ready to support companies in their success.
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