Customer Service Consultant [German & English Speaking]

Overview

In this role, you will strengthen customer relationships and drive commercial growth by delivering a seamless customer experience. You will engage across online and offline channels, maintaining product knowledge to offer personalized recommendations. You’ll work with cross-functional teams to optimize processes and ensure compliant, timely support, while identifying selling opportunities to foster loyalty and recovery. This position offers development within a global beauty leader that values sustainability and inclusive culture.

Pay / Benefits

• Flexible, hybrid working pattern
• Generous product discount (60% minimum)
• Volunteer allowance
• Comprehensive benefits package
• Private medical and dental insurance
• Discounted gym memberships and mental health support

Responsibilities

• Sell and support customers across channels, delivering consistent information
• Maintain up-to-date product knowledge and provide personalized recommendations
• Drive the omnichannel experience through online and in-store engagement
• Navigate multiple systems (Outlook, Teams, SAP) to execute operations
• Assist with system/process implementations to boost productivity
• Escalate issues to relevant departments following guidelines
• Handle customer inquiries via email, chat, phone, social, and video
• Identify additional selling opportunities and manage refunds when applicable
• Restore relationships after negative experiences and promote loyalty
• Support Third-Party Marketplaces with customer responses and coordinate sample dispatches
• Monitor personal/team performance and participate in coaching and team activities

Key requirements

• Proven experience in selling and care within a customer service environment
• Fluency in English and German
• Strong communication and active listening skills
• Excellent problem-solving, time management and prioritisation
• Ability to work autonomously and manage workload
• Experience with computer software (Excel, Word, Teams, Outlook)
• Desirable: experience with Zendesk and knowledge of skincare products
• Desirable: Aesop retail experience

• Excellent communication
• Active listening
• Problem-solving
• Excel
• Word
• Teams

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