Written by:
Building a High-Level Customer Service Team for an E-Commerce Company
Alisa Roskovshenko
Head of Operations Department
Case Study
“Pexly is able to align with our needs and provide regular feedback. The team is highly communicative, and we are particularly impressed with the agile hiring process.”
E-Commerce Company Bio:
Our client is a leading German online platform specializing in the buying and selling of pre-owned electronics, media and other consumer goods.
Industry: E-Commerce, Marketplace
HQ: Berlin, Germany
Size: 200-500 employees
Challenge:
Pexly was entrusted with supporting an E-Commerce company in optimizing its customer service operations during a critical growth phase. The key objective was to reduce the existing backlog while maintaining a stable and efficient performance, even as the client was simultaneously ramping up their internal team. This required quickly building a team of agents with strong language proficiency, particularly in German, to ensure high-quality communication with customers across multiple channels.
The Outcome:
Pexly assembled a scalable, multilingual customer support team for the client company, consisting of 17 agents covering the German, Dutch, Italian, and French markets. The team is supported by Pexly’s dedicated Team Lead and a Quality Specialist. To support peak seasons, Pexly successfully hires and deploys new batches of agents within 2–3 weeks, providing full training and onboarding internally to guarantee fast integration and consistent service quality. Pexly seamlessly scales the team up or down in line with fluctuating volumes, at the same time maintaining strong KPI performance through structured oversight and regular feedback loops.
Numbers:
15 tickets/hour Productivity; 90% Quality; 80% CSAT
