Job Description

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Online marketplaces have never been this awesome.

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Join Our Growing After-Sales Team!

Make life easier for chefs and hoteliers across Europe

METRO Markets is growing its After-Sales Team and is now hiring in

Azuqueca de Henares (Guadalajara, 30 min from Madrid), Düsseldorf, and Palma de Mallorca

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Your mission: help our professional HoReCa customers keep their ovens hot, their fridges cool and their guests happy by resolving technical issues on equipment bought through the METRO / makro online marketplaces across Europe — including

France, Germany, Spain, Portugal, Italy, Croatia, and Netherlands

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What you’ll do

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Handle escalated after-sales dossiers (phone & email) coming from front-line Customer Service. Review customer evidence (photos, videos, error codes), diagnose the root cause and decide next steps. Guide customers through remote troubleshooting or dispatch a technician when on-site diagnostics are needed. Verify warranty coverage, prepare clear cost estimates for out-of-warranty repairs and negotiate fair solutions in line with our Generosity Framework. Act as the main contact for external service partners: track open jobs, remove blockers, keep everyone informed. Document every action in Freshdesk with the accuracy needed for carrier claims and legal follow-up. Work in a

hybrid setup

: part remote, part on-site (warehouse or local office depending on location), with hands-on access to the equipment you support.


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You've got

Customer-centric mindset and genuine enjoyment in solving unique technical cases.

Languages:

fluent in

English

plus at least one additional language such as

German

(minimum C2 Level or Native) and

Dutch

Confidence to run step-by-step troubleshooting by phone or e-mail.
You don’t need to be a certified engineer—curiosity and a willingness to learn are key, and we’ll train you thoroughly.
Strong negotiation & complaint-handling skills; you stay calm when a chef is in the weeds. Experience coordinating with repair partners or field technicians (nice-to-have, not mandatory). Collaborative spirit: you work hand-in-hand with front-line CS agents to deliver a seamless customer journey.
Readiness for a call-centre style environment—but with the extra perk of hands-on access to professional kitchen gear.


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We've got

A dynamic, scale-up atmosphere backed by the global METRO / makro Group. Clear ownership from day one and room to innovate. Structured onboarding & continuous training (Freshdesk, Genesys, product know-how, error-code matrix).

Hybrid working

model depending on your location, including a modern workspace, laptop and — if needed — a company phone An engaged, multilingual team that values collaboration, humor and ownership.


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About us

We create the future of B2B commerce by giving business relationships a platform. Our marketplace enables millions of business owners all over the world to focus on what they do best – delight others.