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CUSTOMER CARE MANAGER (m/w)

  • Location: Düsseldorf

YOUR ROLE

  • Act as a brand ambassador for Dr Barbara Sturm Molecular Cosmetics ensuring an outstanding service is provided for our customers with every contact, in all forms of communication (current contact channels include; telephone and email)
  • Have excellent knowledge of the products and services offered as well as our retail partners
  • Take a proactive approach, anticipating and preventing any barriers to a totally seamless customer experience, by going above and beyond
  • Actively promote excellence in customer service :
  • Assist customers with product queries
  • Communicate promptly any information to customers about their orders
  • Assist customers with any issues with regards to their orders via emails or by phone
  • Handle difficult customers with professionalism
  • Deal with complaints and escalation process as appropriate
  • Promote web-shop sales and increase customer loyalty by being the main point of contact for any queries
  • Facilitate communications between internal departments on issues, highlighting problems and composing solutions
  • Liaise with the Shipping Manager for any issues with customer orders and work with them to solve issues raised by customers with regard to either orders or returns
  • Provide the CEO with a weekly report on what type of inquiries are coming through
  • Promote and lead by example in the active use of all systems provided
  • Maintain and promote a high level of service awareness at all times
  • Ensure prompt follow ups

YOU BRING:

  • Fluency in speaking and writing English and German
  • Experience in luxury sales and service in retail
  • Excellent written and verbal communication skills
  • Excellent keyboard and written skills, articulate with good spelling and grammar
  • Excellent eye for detail and good organizational skills
  • Experience in a contact centre environment (is beneficial)
  • Ability to deal with more complex customer issues
  • Excellent communication skills specifically in regard to building relationships with customers
  • To be reliable and consistent
  • To be a good team player
  • To have a can-do attitude and able to take initiative
  • Experience with Microsoft packages
  • An appreciation and understanding of the importance of customer care as a function within the business



SALES REPRESENTATIVE UK

JOB DUTIES

    • Support STURM sell-out in Space NK (UK, with concentration in London area) and Harrods via training and in-store sales support
    • Build one to one relationships with customers and store managers
    • Brand ambassador
    • Support brand events and founder visits
    • Be knowledgeable and passionate about the skincare market
    • Be up to date with industry trends and competitor activity
    • Ensure to truly understand the customers needs, the retailers needs and proactively work with internal teams to ensure all expectations are met

The job can be part time – 20-25 hours per week!



Executive Assistant/Associate to CEO

  • based in Düsseldorf
  • occasional travel
  • will work on high level business projects and will be expected to represent the CEO when he is not availabe

JOB DUTIES

  • Managing calendar and schedule
  • Assisting with meeting set-up and preparation; coordinating company events
  • Coordinating travel logistics: creating detailed, point-to-point itineraries; coordinating daily evening plans and reservations
  • Answering and responding to incoming calls and requests
  • Drafting and editing high-level correspondence
  • Assisting with other business and personal projects
  • Researching and staying up-to-date on relevant topics
  • Perform personal assistant work for and other ad hoc requests

Qualifications

  • Ideally 3-5+ years of experience with executive support in a fast-paced environment required
  • Proficient in Microsoft Office specifically Excel
  • Open, effective, and diplomatic communicator; exceptional writing and editing skills
  • Strong time-management abilities; deadline-driven with a keen sense of urgency
  • Ability to evaluate and manage competing high-level priorities
  • Highly collaborative, results-oriented approach
  • Ability to exercise good judgment and make independent decisions
  • Flexibility to adapt occasionally shifting work hours
  • English fluent, German an advantage