Job Description

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

You'll be;

• Managing customer interactions via phone, email, and live chat, offering exceptional service and resolving queries effectively in German.
• Proactively updating customers on order statuses, delays, and resolutions in a professional manner.
• Handle order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
• Liaising with external courier services to resolve delivery issues, track shipments, and escalate concerns when necessary.
• Collaborating with internal departments, such as operations and logistics, to ensure smooth order fulfilment.
• Achieving KPIs such as response times, resolution times, and customer satisfaction scores.
• Monitoring and prioritise daily tasks to meet deadlines while maintaining high service quality.
• Providing feedback on recurring customer concerns to improve processes and the overall customer experience.
• Supporting team initiatives and adapt to changing priorities in a fast-paced environment.

You'll have;

• At least 2 years of experience in a customer service role, ideally in a DTC or e-commerce setting.

• Fluency in both German and English (written and spoken) for professional customer interaction.

• Strong organisational skills and the ability to manage multiple tasks effectively.

• Proficient in customer service management tools and systems, such as Zendesk.

• Competent in Microsoft Office Suite (Excel, Word, Teams, Outlook).

• Proactive and solution-oriented, with the ability to take ownership of customer issues.

• Attention to detail and commitment to high-quality work.

• Resilient and adaptable in a fast-paced, dynamic environment.

• Positive and empathetic when interacting with customers and team members.

Desirable:

• Experience in managing live chat systems or phone-based customer service.

• Experience in working with couriers or logistics teams to resolve delivery issues.

• A formal qualification in customer service, business administration, or a related field.

• Experience with e-commerce platforms or order management systems like Big Commerce.

• Familiarity with data reporting tools for tracking KPIs and customer feedback trends.

• A passion for customer satisfaction and a willingness to exceed customer expectations.

• Enthusiasm for contributing to team success and supporting colleagues.