Customer Service Executive (German Speaking)

Supports the Mission, Vision, and Culture of Shoes for Crews (Europe) Ltd (SFCE) by delivering proactive, professional, and customer-focused service that enhances customer satisfaction and loyalty.
- As a Customer Service Executive (German Speaking), you will be responsible for delivering outstanding service to our German-speaking customers by responding to inquiries, resolving issues, and supporting customer interactions across multiple channels. This role plays a key part in enhancing the customer experience, supporting customer satisfaction and loyalty, and representing the SFCE brand through clear communication and effective problem-solving.

Strong written and verbal communication skills in both German and English are required for this position.

ESSENTIAL JOB FUNCTIONS
- Your core mission is to deliver an excellent customer experience by providing timely, accurate, and professional customer support while maintaining high service standards and operational efficiency.:

• Act as the first point of contact for customer enquiries.
• Ensure customer issues are resolved efficiently and professionally.
• Maintain accurate customer records and service documentation.
• Foster a culture of teamwork, support, and cooperation within the Customer Service team.
• Consistently uphold SFCE service standards and values.

Key Responsibilities and Accountabilities:
Customer Care & Support

• Take ownership of customer queries and complaints through to resolution.
• Provide clear and accurate information regarding products, orders, deliveries, and returns.
• Escalate complex issues to relevant teams where necessary.

Issue Resolution & Service Delivery

• Investigate customer concerns and provide effective, customer-focused solutions.
• Ensure resolutions align with SFCE policies and service standards.
• Follow up with customers to confirm satisfaction and issue closure.

Customer Records & CRM Management

• Maintain accurate and up to date customer records in the CRM system.
• Log customer interactions, issues, and outcomes correctly.
• Support data accuracy and CRM discipline within the team.

Customer Relationships & Experience

• Build positive relationships with customers to promote trust and satisfaction.
• Ask relevant questions to understand customer needs and expectations.
• Gather customer feedback and share insights with internal teams.

Company Standards

• Endorse and comply with company policies and procedures.
• Maintain confidentiality and protect company assets and information.
• Treat all customers and colleagues with dignity and respect.

PERFORMANCE MEASURES

The following KPI’s are general targets which will be set at the start of the year and reviewed at monthly meetings with the Customer Service Director. An annual review will also take place where the performance, duties and responsibilities will be fully appraised and documented.

• Customer satisfaction and service quality.
• Response and resolution times.
• Accuracy and completeness of CRM records.
• Adherence to service standards and procedures.
• Effective communication and collaboration with internal teams.

Experience required:

• Previous customer service experience preferred
• Strong written and verbal communication skills
• Ability to manage multiple enquiries in a fast-paced environment
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Experience using CRM or customer service systems is an advantage
• Customer-focused, organised, and solutions-oriented mindset

SFCE is an equal opportunity employer dedicated to a diverse work environment.