Customer Service Representative

Job Description DP World Poland is looking for a Customer Service Representative to support our new product, designed with a single purpose: to help small and mid-sized e-commerce businesses scale. By offering technology-driven fulfillment solutions, we enable business founders to focus on what matters most in their operations. This role is fully remote. As a Customer Service Specialist, you will own the customer experience for our e-commerce merchants by responding to inquiries, resolving issues, and delivering timely, accurate information across phone, email, and live chat. You will consistently eet Service Level Agreements (SLAs), prioritize and escalate complex cases, and drive proactive follow-up. The role requires fluent written and spoken English, strong problem solving and change-management skills, and the ability to perform under pressure while collaborating closely with Operations, Technical Support, and other DP Worls teams to improve processes and outcomes. Your role will have a direct impact on our company's trajectory. Key Accountabilities

• Respond to customer inquiries within established Service Level Agreements (SLAs).
• Resolve customer issues promptly and professionally ensuring a positive customer experience.
• Provide accurate and up-to-date product, service and technical information.
• Deliver first-level technical support, escalating complex issues where necessary.
• Maintain a strong understanding of business operations, customer service processes, product development, and market trends.
• Handle operational queries and communicate proactively with customers to set clear expectations.
• Collaborate with Operations, Technical Support, and other departments to address and resolve customer concerns.
• Manage courier-related inquiries and provide customers with timely shipment updates.

Qualifications, Experience And Skills

• 2+ years of successful experience in similar role with a related industry, ideally B2B and B2C e-commerce fulfillment.
• Fluent in English (at least C1: spoken and written); German proficiency is a plus.
• Strong interpersonal skills with the ability to build lasting customer relationships and effectively engage internal stakeholders
• Proactive, resilient, and able to prioritize tasks, manage multiple projects, and thrive in changing conditions.
• Excellent written and verbal communication skills to interact effectively with customers and colleagues.
• Capable of identifying issues, analyzing root causes, and driving effective solutions.
• Technical Proficiency: Comfortable using customer service software, ticketing system, and productivity tools (e.g., Microsoft Office, CRM Platforms).
• Skilled at balancing multiple tasks ans meeting deadlines without sacrificing quality.

Compensation DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally, stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package. About DP World Trade is the lifeblood of the global economy, creating opportunities and improving the quality of life for people around the world. DP World exists to make the world’s trade flow better, changing what’s possible for the customers and communities we serve globally. With a dedicated, diverse and professional team of more than 115,000 employees from 160 nationalities, spanning 78 countries on six continents, DP World is pushing trade further and faster towards a seamless supply chain that’s fit for the future. We’re rapidly transforming and integrating our businesses -- Ports and Terminals, Marine Services, Logistics and Technology – and uniting our global infrastructure with local expertise to create stronger, more efficient end-to-end supply chain solutions that can change the way the world trades. What's more, we're reshaping the future by investing in innovation. From intelligent delivery systems to automated warehouse stacking, we’re at the cutting edge of disruptive technology, pushing the sector towards better ways to trade, minimising disruptions from the factory floor to the customer’s door. DP World is on a mission to transcend boundaries and bridge the gap between all nations and cultures – not just in what we do but also in how we behave. We are dedicated to creating a culture where everyone feels respected, supported, and empowered to reach their full potential. We believe that embracing inclusion and diversity, drives innovation and growth and helps us connect people, businesses, and societies. Free minds and different perspectives are changing our world, and together we can change what’s possible. WE MAKE TRADE FLOW