Complaint Specialist

About the role

As part of our Operations team, you'll play a key role in ensuring trust and satisfaction among our global community of watch enthusiasts, buyers, and sellers. You'll take ownership of complex customer cases, resolve disputes with fairness and empathy, and represent Chrono24's values in every interaction.

Responsibilities

• Handle and resolve customer complaints via our ticketing system and on the phone — always with professionalism and composure.
• Ensure a smooth and transparent transaction flow supporting both buyers and sellers throughout the process.
• Analyze each case carefully to find impartial, well-reasoned solutions that balance user satisfaction and platform integrity.
• Collaborate closely with colleagues across Customer Care, Legal, and Growth Departments to achieve the best possible outcome for all parties involved.
• Contribute to quality assurance by identifying recurring issues, proposing process improvements, and helping refine our complaint management standards.
• Support Product Management by sharing insights from user feedback to help optimize our platform and processes.
• Participate actively in our international team culture - exchanging ideas, knowledge, and best practices across time zones.

Requirements

• Experience in customer service and complaint management, ideally within an e-commerce, fintech, or marketplace environment.
• Confident communicating with customers — even in challenging situations — with a strong service mindset.
• Ability to assess complex cases, analyze information critically, and make balanced, data-informed decisions.
• Fluent in English, both spoken and written. Additional languages are a plus.
• Interest in watches and luxury products; curiosity to learn about watch brands, models, and the market.
• Team player who thrives in an international and dynamic environment.
• Solid computer literacy and ability to learn new tools quickly; experience with CRM or ticketing systems (e.g., Zendesk) is a plus.
• Attention to detail, calm under pressure, with empathy, fairness, and structure in work approach.

Benefits

• Open, international work culture that values initiative and collaboration.
• Continuous learning through training sessions and product knowledge workshops.
• Opportunity to grow in an environment where expertise, empathy, and quality matter as much as results.

About the company

Chrono24 connects millions of watch lovers worldwide, built on transparent communication, fair decisions, and creating trust — not just between buyers and sellers, but also among colleagues. The company stands for a dynamic culture with flat hierarchies and strong team spirit, growing fast and pushing beyond limits. By actively shaping the future, Chrono24 creates an inspiring and attractive work environment.