German Customer Service Advisor

• Acting as the first point of contact for all customer queries and providing expert product advice, ensuring customers feel heard and valued
• Proactively managing escalations, handling returns/exchanges, order status inquiries, and providing clear, accurate information on logistics timelines
• Serving as a bold brand ambassador for Dr. Martens, delivering exceptional customer service that reflects the unique, rebellious spirit of the brand
• Providing outstanding service across multiple platforms: telephone, social media, web chat, and email
• Ensuring that the customer is at the heart of every conversation, leaving them with a memorable and positive experience that builds trust and loyalty

• A genuine passion for delivering excellent customer service, always maintaining an empathetic and customer-first approach
• Boldness in handling a variety of customer inquiries, confidently resolving issues and turning challenges into positive experiences
• Outstanding communication skills, both written and verbal, with the ability to adapt your style to suit each customer while maintaining professionalism and trust
• Experience working in a customer-facing environment, especially within fashion, footwear, or retail industries, is highly advantageous
• Strong IT skills and the ability to navigate customer service software with ease
• A self-motivated, proactive attitude, with the ability to manage objections and turn difficult situations into opportunities to enhance the customer experience
• You must be fully fluent in both English and German, both written and verbal
• Must be based in the UK whilst working
• Must have a Windows 11 compatible machine with Windows 11 24H2 or later, 8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor, 16GB RAM Minimum, 15GB+ Free Storage Space
• Must have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later)
• Minimum internet speed requirements: Ping ms Maximum 20ms, DOWNLOAD Mbps Minimum 20 MBps, UPLOAD Mbps Minimum 5Mbps

A genuine interest in Dr. Martens and/or footwear