DTC Customer Service Advisor

Jellycat Toy Co. Ltd.; Greater London; Hybrid; GBP 25,000 - GBP 30,000; Full time

Job summary

A leading toy company seeks proactive German-speaking Customer Service Advisors to join their team supporting website sales for the German-speaking EU market. Candidates will manage interactions via phone, email, and live chat, ensuring exceptional service and handling order requests. Experience in customer service, fluency in both German and English, and strong organizational skills are required. Join a dynamic environment where you'll achieve key performance indicators and enhance customer satisfaction.

Qualifications

• Experience in a customer service role, ideally in a DTC or e-commerce setting.
• Fluency in both German and English for professional interaction.
• Resilience to adapt in a dynamic environment.

Responsibilities

• Manage customer interactions via phone, email, and live chat.
• Update customers on order statuses and delays.
• Handle order edits accurately and efficiently.

Skills

Fluency in German

Customer service experience

Organisational skills

Attention to detail

Solution-oriented mindset

Tools

Zendesk

Microsoft Office Suite

Job description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

We are looking for proactive, customer-focused German-speaking Customer Service Advisors to join our DTC (Direct to Customer) team, supporting website sales for the German-speaking EU market. In this role, you will manage customer interactions across phone, email, and live chat channels, ensuring every customer receives exceptional service. You’ll be responsible for tasks such as processing order edits, liaising with couriers and internal teams, and providing proactive communication to keep customers informed.

This is a fast-paced, dynamic role where your attention to detail and dedication will make a significant impact on customer experience and the overall success of our DTC team. You’ll work towards achieving KPIs related to response times, resolution times, and customer satisfaction scores.

You’ll be;

• Managing customer interactions via phone, email and live chat, offering exceptional service and resolving queries effectively in German.
• Proactively updating customers on order statuses, delays, and resolutions in a professional manner.
• Handling order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
• Liaising with external courier services to resolve delivery issues, track shipments, and elevate concerns when necessary.
• Collaborating with internal departments, such as operations and logistics, to ensure smooth order fulfilment.
• Achieving KPIs such as response times, resolution times, and customer satisfaction scores.
• Monitoring and prioritising daily tasks to meet deadlines while maintaining high service quality.
• Providing feedback on recurring customer concerns to improve processes and the overall customer experience.
• Supporting team initiatives and adapt to changing priorities in a fast-paced environment.

You’ll have;

• Experience in a customer service role, ideally in a DTC or e-commerce setting.
• Fluency in both German and English (written and spoken) for professional customer interaction.
• Strong organisational skills and the ability to manage multiple tasks effectively.
• Experience with customer service management tools and systems, such as Zendesk.
• Experience using Microsoft Office Suite (Excel, Word, Teams, Outlook).
• A proactive and solution-oriented mindset, with the ability to take ownership of customer issues.
• Great attention to detail and commitment to high-quality work.
• Resilience and the ability to be adaptable in a fast-paced, dynamic environment.
• A positive mindset and being empathetic when interacting with customers and team members.