Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.

We are looking for 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 ensuring that every customer receives exceptional service. You’ll take ownership of tasks such as 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'll be;

• Managing customer interactions across phone, email and live chat, providing exceptional service and resolving queries effectively.
• Proactively communicating with customers regarding order updates, delays, and resolutions.
• Processing order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
• Liaising with external courier services to resolve delivery issues, tracking shipments, and escalating concerns when necessary.
• Collaborating with internal departments, such as operations and logistics, to address customer needs and ensure smooth order fulfilment.
• Achieving set KPIs, including response times, resolution times, and customer satisfaction scores, to maintain high service standards.
• Monitoring and prioritising daily tasks to meet deadlines and maintain service quality.
• Providing feedback on recurring customer concerns to improve processes and enhance customer experience.

You'll have;

• Experience in supporting team initiatives and adapting to changing priorities in a fast-paced environment.
• Experience in a customer service role, ideally in a direct-to-customer (DTC) environment or e-commerce setting.
• Excellent written and verbal communication skills in both English and German for professional customer interaction.
• Strong organisational skills with the ability to manage and prioritise multiple tasks effectively.
• Proficient experience in using customer service management tools and systems, such as Zendesk software.
• Experience in Microsoft Office Suite, particularly Excel, Word, Teams and Outlook.
• A proactive, problem-solving mindset, with the ability to take ownership of customer queries from start to finish.
• A detail-oriented mindset with a commitment to accuracy and delivering high-quality work.