German Customer Service Advisor
As part of our dynamic outsourced contact centre, you’ll play a vital role in maintaining the highest standards of customer service while representing Dr. Martens – a brand that stands for individuality, self-expression, and the spirit of rebellion.
Dr. Martens is a global leader in distinctive, high-quality footwear that has become an icon in fashion, beloved by customers worldwide. If you’re excited to join a brand that celebrates boldness and creativity, this is the role for you.
Please note, this role is a fixed term contract until 31/12/2025.
What you will be responsible for:
1. Acting as the first point of contact for all customer queries and providing expert product advice, ensuring customers feel heard and valued.
2. Proactively managing escalations, handling returns/exchanges, order status inquiries, and providing clear, accurate information on logistics timelines.
3. Serving as a bold brand ambassador for Dr. Martens, delivering exceptional customer service that reflects the unique, rebellious spirit of the brand.
4. Providing outstanding service across multiple platforms: telephone, social media, web chat, and email.
5. Ensuring that the customer is at the heart of every conversation, leaving them with a memorable and positive experience that builds trust and loyalty.
What you’ll bring to the table:
6. A genuine passion for delivering excellent customer service, always maintaining an empathetic and customer-first approach.
7. Boldness in handling a variety of customer inquiries, confidently resolving issues and turning challenges into positive experiences.
8. Outstanding communication skills, both written and verbal, with the ability to adapt your style to suit each customer while maintaining professionalism and trust.
9. Experience working in a customer-facing environment, especially within fashion, footwear, or retail industries, is highly advantageous.
10. Strong IT skills and the ability to navigate customer service software with ease.
11. A self-motivated, proactive attitude, with the ability to manage objections and turn difficult situations into opportunities to enhance the customer experience.
12. A genuine interest in Dr. Martens and/or footwear is a plus, as this passion will help you connect with customers in a meaningful way.
Hours,