Job Description

Customer Service Specialist - German Speaking Location: Mendrisio Damiani Group is a leading international luxury jewelry and watches group, renowned for its Italian craftsmanship, excellence, and commitment to delivering exceptional customer experiences. To support our international growth, we are looking for a Customer Service Specialist who is passionate about customer care and committed to delivering outstanding service standards. Key Responsibilities Manage customer, boutique, and business partner inquiries via email, phone, and digital communication channels. Deliver high-quality pre-sales and after-sales support, ensuring a seamless and luxury-level customer experience. Process and monitor orders, shipments, returns, repairs, and service requests. Coordinate with Sales, Retail, Logistics, and After-Sales teams to ensure timely resolution of customer issues. Maintain accurate customer and order information within CRM and ERP systems. Handle complaints and complex cases professionally, demonstrating empathy, ownership, and solution-oriented thinking. Contribute to customer satisfaction initiatives and continuous process improvements. Prepare reports and support the monitoring of customer service KPIs and performance metrics. Required Qualifications Previous experience in a Customer Service, Customer Care, or Sales Support role, preferably within luxury, fashion, retail, or premium consumer goods industries. Fluent German (C1/C2 level), both written and spoken. Good command of English (minimum B2 level). Strong communication and interpersonal skills. Customer-focused mindset with excellent problem-solving abilities. High level of accuracy, organization, and attention to detail. Proficiency in Microsoft Office and familiarity with CRM systems. Nice to Have Proficiency in an additional language such as French, Spanish, Italian, or another European language. Experience within the luxury, jewelry, watches, or fashion sectors. Knowledge of SAP or other ERP systems. Experience supporting international customers and stakeholders across EMEA markets. Strong customer orientation and service mindset. Ability to build positive relationships with customers and internal stakeholders. Excellent organizational and multitasking skills. Team player with the ability to work effectively in a fast-paced, international environment. Proactive, flexible, and solution-driven approach. #J-18808-Ljbffr

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