Overview
Join to apply for the German Customer Service Advisor role at Ventrica.
This is a fixed term contract until 31/12/2025.
Responsibilities
* 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 brand ambassador for Dr. Martens, delivering customer service that reflects the brand’s spirit.
* Providing outstanding service across multiple channels: telephone, social media, web chat, and email.
* Ensuring the customer is at the heart of every conversation, delivering a memorable and positive experience that builds trust and loyalty.
What you’ll bring to the table
* Genuine passion for delivering excellent customer service with an empathetic, customer-first approach.
* Ability to handle a variety of inquiries, resolving issues and turning challenges into positive experiences.
* Outstanding written and verbal communication skills, adaptable to different customers while maintaining professionalism.
* Experience in a customer-facing environment, especially in fashion, footwear, or retail, is advantageous.
* Strong IT skills and the ability to navigate customer service software with ease.
* Self-motivated, proactive attitude with the ability to manage objections and enhance the customer experience.
* An interest in Dr. Martens and footwear is a plus.
Hours, Location & Language
* 40 hours per week
* 09:00–18:00, Monday to Friday
* Fully remote, but based in the UK
* Fluent in both English and German (written and verbal)
Homeworking eligibility
Please ensure your laptop/PC meets the current supported system requirements before applying. Windows 11 (Home or Pro) with Windows 11 24H2, 8th Gen Intel i-series or 3rd Gen AMD Ryzen or newer, 8 GB RAM, 15 GB+ free storage. Chromebook and Windows in S mode are not supported. Mobile device: Apple or Android smartphone with iOS 17.0+ or Android 13.0+ for multi-factor authentication.
Minimum technical requirements
Ping ≤ 20 ms; Download ≥ 20 Mbps; Upload ≥ 5 Mbps.
About Ventrica
Ventrica is a forward-thinking, fast-growth customer management business that partners with blue-chip brands to provide outsourced customer service. The company emphasizes trust, innovation, and customer-centric solutions. It has received industry awards for technology and service excellence.
Seniority level
* Entry level
Employment type
* Full-time
Job function
* Other
Industries
* Consumer Services
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