Customer Service Advisor (German Speaking)

TL;DR

Customer Service Advisor (German Speaking): Managing customer interactions and resolving queries for a global toy brand with an accent on German language fluency and e-commerce logistics. Focus on solving delivery issues with couriers, optimizing response KPIs, and improving customer satisfaction scores.

Location: Hybrid in London (minimum 3 days a week in office)

Company

hirify.global is a globally loved toy company known for its original, whimsical, and soft plush toys.

What you will do

• Manage customer interactions via phone, email, and live chat in German.
• Proactively update customers on order statuses, delays, and resolutions.
• Handle order edits, cancellations, and special requests with high accuracy.
• Liaise with external courier services and internal logistics teams to resolve delivery issues.
• Achieve KPIs regarding response times, resolution times, and customer satisfaction scores.
• Provide feedback on recurring customer concerns to improve internal processes and experience.

Requirements

• Fluency in both German and English (written and spoken).
• At least 2 years of experience in customer service, ideally in DTC or e-commerce.
• Proficiency in Zendesk and Microsoft Office Suite (Excel, Word, Teams, Outlook).
• Experience managing live chat systems or phone-based customer service.
• Ability to resolve delivery issues through coordination with couriers.
• Must be based in or able to commute to the London office.

Nice to have

• Formal qualification in customer service, business administration, or a related field.
• Experience with e-commerce platforms or order management systems like BigCommerce.
• Familiarity with data reporting tools for tracking KPIs and feedback trends.

Culture & Benefits

• Hybrid work model designed to support work-life balance.
• Premium health cover through Vitality, including Optical and Dental cover.
• Life Insurance at 4x basic salary and a salary sacrifice pension scheme.
• 25 days of paid holiday.
• Subsidised buffet breakfast and lunch prepared by a private chef team.
• Active social committee and a discretionary annual bonus scheme.