This is our CS Solutions team
ALWAYS THERE FOR OUR CUSTOMERS
The CS (= Customer Service) Solutions team is a central component of our customer communication. They take care of the communication between customers, sellers, suppliers and internal departments. In addition, they also support the colleagues from the call center with questions and create work instructions.
The CS Solutions team is made up of the following sub-teams
The team is comprised of three specialist sub-teams: the CS Solution Specialist team, the CS Payment team and the CS Operations team. This structure enables the efficient distribution of a multitude of tasks to be able to achieve the best possible results.
- CS Solutions Specialist Team: This team gets involved when there is no agreement between customers and sellers, or when agents are unable to handle a concern. In these cases, the team mediates between customers and sellers. It ensures that issues are resolved quickly, customer-friendly, and definitively. Communication with internal departments is also an important part of its work.
- CS Payment team: True to their name, this team focuses on the seamless integration of communications from payment portals such as Klarna and PayPal into our system. They review payments and take care of their processing. They also support the agents regarding any questions about the various payment methods.
- CS Operations team: As our internal call centre, this team processes regular customer inquiries and takes calls. They also act as a “test call centre” to test new processes and procedures.
Your future team pursues the following objective
The CS Solutions team’s work is clearly guided by our “Think Customer First” principle: In all areas, the aim is to help our customers and resolve their issues in their best interests.
Every team member is interested in understanding the needs of our customers and helping them. You can see that every day. It’s nice to know that we have a direct impact on our customers’ shopping experience and can help them.
– from the CS Solutions Specialist team
How the team keeps in touch
Each sub-team holds a weekly meeting to promote communication within the individual teams. Various communication channels make it possible to create synergies and work together on solutions.
What makes your team special
We asked your future colleagues what they like most about their work:
Working in customer service at Kaufland e-Commerce is really fun because we get the chance to help our customers every day. Our team is just great! The work in the team and with colleagues creates a positive atmosphere where everyone is always pitching in with ideas. Together, we manage to overcome challenges and offer our customers the best possible service!
– from the CS Operations team