German Customer Service Advisor

Do you champion fashion and standing out from the crowd? Are you passionate about ensuring that customers’ needs are met with care and expertise? If so, we have the perfect opportunity for you!

As part of our dynamic outsourced contact centre, you’ll play a vital role in maintaining the highest standards of customer service while representing Dr. Martens – a brand that stands for individuality, self-expression, and the spirit of rebellion.

Dr. Martens is a global leader in distinctive, high-quality footwear that has become an icon in fashion, beloved by customers worldwide. If you’re excited to join a brand that celebrates boldness and creativity, this is the role for you.

Please note, this role is a fixed term contract until 31/12/2025.

What you will be responsible for:

• Acting as the first point of contact for all customer queries and providing expert product advice, ensuring customers feel heard and valued.
• Proactively managing escalations, handling returns/exchanges, order status inquiries, and providing clear, accurate information on logistics timelines.
• Serving as a bold brand ambassador for Dr. Martens, delivering exceptional customer service that reflects the unique, rebellious spirit of the brand.
• Providing outstanding service across multiple platforms: telephone, social media, web chat, and email.
• Ensuring that the customer is at the heart of every conversation, leaving them with a memorable and positive experience that builds trust and loyalty.

What you’ll bring to the table:

• A genuine passion for delivering excellent customer service, always maintaining an empathetic and customer-first approach.
• Boldness in handling a variety of customer inquiries, confidently resolving issues and turning challenges into positive experiences.
• Outstanding communication skills, both written and verbal, with the ability to adapt your style to suit each customer while maintaining professionalism and trust.
• Experience working in a customer-facing environment, especially within fashion, footwear, or retail industries, is highly advantageous.
• Strong IT skills and the ability to navigate customer service software with ease.
• A self-motivated, proactive attitude, with the ability to manage objections and turn difficult situations into opportunities to enhance the customer experience.
• A genuine interest in Dr. Martens and/or footwear is a plus, as this passion will help you connect with customers in a meaningful way.

Hours, Location & Language Requirment:

• 40 hours per week
• 09:00-18:00 Monday to Friday
• Fully remote, but you must be based in the UK whilst working
• You must be fully fluent in both English and German, both written and verbal

Homeworking Eligibility:

Please refer to the following links to ensure your laptop/pc has the current supported system:

Windows 11 - Windows 11 Home and Pro - Microsoft Lifecycle | Microsoft Learn
 

Windows 
MUST be a Windows 11 compatible machines, but MUST also be equipped with the following: 

Windows 11 24H2

8th Generation (or later) Intel i-Series processor or 3rd Gen (or later) AMD Ryzen processor

8GB RAM Minimum

15GB+ Free Storage Space

Please note: We do not allow Chromebooks or support Windows devices running in ‘S Mode’.

Hardware & Software: Mobile Phone 

You MUST have an Apple or Android smartphone equipped with either iOS 17.0 (or later) or Android 13.0 (or later). This is required as part of the multi-factor authentication setup to safeguard your Ventrica account.

Minimum Speed Requirements:

Ping ms Maximum 20ms

DOWNLOAD Mbps Minimum 20 MBps

UPLOAD Mbps Minimum 5Mbps

 

Who are Ventrica?

Ventrica is a forward-thinking, fast-growth customer management business that partners with blue-chip brands to provide exceptional outsourced customer service. We pride ourselves on our trust and innovation, with a reputation for delivering intelligent, customer-centric solutions. In 2022, we were awarded Gold for Most Effective Application of Technology and Silver for Outsourced Contact Centre of the Year at the prestigious European Contact Centre & Customer Service Awards. We also earned Gold for Manager of the Year and Silver for Head/Director of the Year at the UK National Contact Centre Awards.

At Ventrica, we don’t just meet customer expectations—we exceed them. We’re a company fuelled by passion for technology and customer service, boldness in how we innovate, and trust in the relationships we build with clients and customers alike. As we continue to grow, we are looking for passionate individuals who can help shape the future of customer service with bold ideas and a commitment to excellence.