Yostina A.

Hello! I’m Yostina, a German-speaking customer support professional with 5+ years of experience in customer service, technical support, and Team leading for the German-speaking market. I bring hands-on experience supporting leading brands—including e-commerce platforms like Zalando DACH, Zalando lounge and Epris Fragrances, and technical projects like Sonnen GmbH. Whether delivering seamless written and phone support, resolving intricate technical issues, or leading a team of 15 agents, I am committed to top-tier quality, which has earned me a Quality Top Performer award and two accolades for exceptional performance. E-commerce and customer service ✅ Payment issues: PayPal, credit card, Klarna and other methods (failed payments, refunds, double charges) ✅ Returns, exchanges and delivery problems ✅ Contacting delivery partners (DHL, GLS, UPS, Post AT, Hermes and more) to trace parcels and solve delivery cases ✅ Complaint handling, calmly and with a solution in mind ✅ Account problems, plus step-by-step troubleshooting Technical and energy support ✅ Experience with Sonnen batteries ✅ Analysing software issues in EV chargers, inverters, CHP units (Blockheizkraftwerke) and solar panels ✅ Explaining product functions and the best options ✅ Product optimization advice ✅ First- and second-level support, with clean handover to specialist teams Leadership and quality ✅ Led a team of 15 agents, coaching top performers and creating improvement plans ✅ Call and case audits, SLA compliance, knowledge base writing ✅ Quality Top Performer, with awards from Majorel (2022 and 2023) Tools & Technology: ✅ CRM, Salesforce, Help Scout, Shopify, zCare, VoIP systems ✅ Microsoft 365 (Outlook, Word, Excel, Teams, SharePoint, OneDrive) ✅ Slack for team communication and fast internal escalations ✅ AI tools (ChatGPT, Claude and others) to draft clear replies, summarize long ticket histories, and build macros and knowledge base articles faster, always checked by me for accuracy and a personal tone Why work with me? Fluent German, with a degree in German & English studies Fast, polite, solution-focused communication Experience with SLAs, escalations, and follow-ups Reliable, detail-oriented, and available for long-term work Send me a message and tell me about your support needs. I’d love to help your customers feel heard. Vielen Dank! 😊