• Customer Service by e-mail, phone or social media for solving any incidents generated • Managing incoming calls and chats and customer service inquiries • Provide accurate, valid and complete information by using the right methods/tools • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed. • Work schedule: 16:00 pm - 00:00 am with 30 minute break

• Customer Service by phone, e-mail or social media for solving any incidents generated daily. • Managing and efficiently handling incoming calls and chats will be a critical aspect of this role to ensure efficient and high-quality communication with clients • Provide accurate, valid and complete information by using the right methods/tools • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Keep records of customer interactions, process customer accounts, and file documents • Follow communication procedures, guidelines, and policies • Take the extra mile to engage customers • As the resolutions of incidents are not constant, parallel work for the Department of Operations will be performed. • Work schedule: 16:00 pm - 00:00 am with 30 minute break

• Execute manual workflows and program processes that are not yet automated or standardized. • Support the launch of new business initiatives by operationalizing early-stage processes. • Adapt to frequent changes in program scope, requirements, and workflows. • Maintain detailed documentation of evolving processes, requirements, and learnings. • Partner across multiple lines of business to support member needs, health plan requirements, and external business/provider relationships. • Perform periods of focused, detail-oriented manual data entry and workflow execution while maintaining accuracy and consistency. • Track and reconcile referral data, eligibility criteria, and outreach requirements across multiple sources. • Identify gaps, risks, or inefficiencies in workflows and escalate findings to leadership. • Ensure all work meets compliance, documentation, and reporting standards. • Provide structured feedback to Operations leadership that informs Product, BI, and Telecom teams on opportunities for automation, risk mitigation, and scalability. • Partner with leadership to help define standard operating criteria before processes are formalized. • Contribute to Standard Operating Procedure (SOP) development once workflows stabilize.

Role Description You are a competent and committed contact partner and service provider for our German-speaking customers (only inbound) via phone and e-mail (phone communication - 90%). - You advise and support our customers regarding our product portfolio, orders, and returns process. - You are the first-level contact and you edit customer inquiries for the Back Office. - You manage consumer marketplaces such as eBay, Amazon, etc. - You are responsible for the post-processing and documentation of customer inquiries. - You cooperate with internal departments. Qualifications - Secondary with school-leaving examination - Follow-up/Higher Professional Education - University education (Bachelor's degree) - University education (Master's degree) - Fluent in German (native level) - Proficiency in English (C1) or Slovak (C1) Requirements - Excellent communication skills - Customer-oriented attitude is a must - Self-motivated with drive - Team player - Negotiator - Customer support experience is a big advantage but not a must Benefits - Teambuildings – Meet your colleagues in informal settings like Family day and enjoy our Christmas and Summer parties. - Candy & Coffee bar – Help yourself to sweets, fresh fruit, sparkling water, tea, or coffee. - Employee discounts – Save 30% on anything from our brands. - Multisport card – Free access to hundreds of sport centres, wellness centres, gyms, or classes. - Bonuses for special occasions – Special bonuses for anniversaries, getting married, etc. - Sick days – A few paid sick days on top of annual leave. - Slovnaft BAjk – Support for your Slovnaft BAjk subscription for bike commuting. - A wide range of courses – Access to courses, books, or an online library. - English/German/Slovak lessons – Professional language lessons online. - Chill zone and massage chair available for relaxation. Company Description KLARSTEIN creates, builds, and scales consumer brands globally. Within the last 17 years, we have created and built our own e-commerce brand KLARSTEIN. We plan to grow even further and reinvest in world-class logistics and fulfilment, innovative digital marketing, e-commerce, marketplace development, and other sales channels. To fuel this growth, we are looking for talented and highly motivated colleagues like you to join us in shaping the DNA of KLARSTEIN.