For a quarter of a century, the Jellycat family has brought joy, wonder, and playful fun to people of all ages worldwide. Utterly original and in a class of their own, they are among the most loved and collected toys of their kind. Their whimsical expressions, soft fabrics, and charming design make each toy magical and unmistakable.

We are seeking a proactive and customer-focused German-speaking Customer Service Advisor to join our DTC (Direct to Customer) team. This team supports website sales for the UK and EU markets. In this role, you will manage customer interactions to ensure exceptional service, including processing order edits and delivering proactive communications to keep customers informed. This is a fast-paced, dynamic role where your dedication and attention to detail will make a real impact.

You will:

• Manage customer interactions via phone, email, and live chat, providing exceptional service and resolving queries effectively.
• Proactively communicate with customers regarding order updates, delays, and resolutions.
• Process order edits, including changes, cancellations, and special requests, accurately and efficiently.
• Liaise with external courier services to resolve delivery issues, track shipments, and escalate concerns when necessary.
• Collaborate with internal departments, such as operations and logistics, to address customer needs and ensure smooth order fulfillment.
• Achieve set KPIs, including response times, resolution times, and customer satisfaction scores, to maintain high service standards.
• Monitor and prioritize daily tasks to meet deadlines and maintain service quality.
• Provide feedback on recurring customer concerns to improve processes and enhance customer experience.

You will have:

• Experience supporting team initiatives and adapting to changing priorities in a fast-paced environment.
• Experience in a customer service role, ideally in a DTC or e-commerce setting.
• Excellent written and verbal communication skills in both English and German.
• Strong organizational skills with the ability to manage multiple tasks effectively.
• Proficiency in customer service tools such as Zendesk.
• Experience with Microsoft Office Suite, especially Excel, Word, Teams, and Outlook.
• A proactive, problem-solving mindset with ownership of customer queries from start to finish.
• A detail-oriented approach committed to accuracy and high-quality work.