Customer Care Front Office Specialist (m/f/d)

Westwing Group AG; München; Hybrid; EUR 42.000 - 54.000; Vollzeit

Benefits dieser Stelle

Hybrid work setup

30 days paid holiday

Dog-friendly office

Zusammenfassung

Westwing is seeking a Customer Care Front Office Specialist to support customers across their journey, resolving issues with empathy and reliability. This permanent role is based in Munich and collaborates with logistics, operations and internal teams to deliver premium service.

You will handle product and order enquiries, deliveries, returns and escalations, using modern CS software and AI tools to optimise workflows.

Qualifikationen

• Practical experience in customer care or similar role.
• Strong customer-centricity, empathy, and a high-performance mindset.
• Interest in interior, furniture, and e-commerce industry.
• Ability to navigate fast-paced environments and use AI tools.

Aufgaben

• Deliver exceptional daily customer support across all touchpoints of the customer journey.
• Resolve inquiries regarding orders, products, deliveries, returns, and complaints.
• Provide personalised, high-touch support for high-value customers to foster brand loyalty.
• Own complex cases and escalations to ensure swift resolutions.
• Collaborate with logistics, operations, and stakeholders to solve issues.
• Identify recurring pain points and leverage AI tools to optimise workflows.

Kenntnisse

Customer care experience

Empathy

Bilingual English/German

Problem solving

Jobbeschreibung

JOIN OUR TEAM

As a Customer Care Front Office Specialist, you are part of the team that creates the everyday customer experience at Westwing. You will support our customers throughout their journey, resolving issues and ensuring every interaction feels personal, helpful, and effortless. Your day-to-day work covers the full range of customer care, from product and order enquiries to delivery topics, returns, and complex escalations. Working closely with internal teams, you will deliver premium service with empathy and reliability to elevate the brand experience for design lovers. This position is permanent and based in Munich.

WHAT YOU'LL DO

• Deliver exceptional, daily customer support across all touchpoints of the customer journey
• Resolve customer enquiries regarding orders, products, deliveries, returns, and complaints efficiently
• Provide personalised, high-touch support for high-value customers to foster brand loyalty
• Take ownership of complex cases and escalations to ensure swift and satisfactory resolutions
• Collaborate closely with logistics, operations, and internal stakeholders to solve operational issues
• Identify recurring customer pain points and leverage AI and automation tools to optimise support workflows and service quality

YOU COME WITH

• Practical experience in customer care, customer service, hospitality, or a similar customer-facing role
• Strong customer-centricity, genuine empathy, and a high-performance mindset
• Passion for or strong interest in the interior, furniture, and e-commerce industry
• Solution-oriented, hands-on approach with the ability to navigate fast-paced environments reliably
• Openness to working with modern customer service software, AI tools, and automated workflows
• Confident and professional communication skills in English and German, even in challenging situations

WHY WESTWING

If you are looking for a place where ambition meets creativity, where ideas turn into impact fast, and where people are trusted to grow - you have found it.

At Westwing, we’re building the Superbrand in Design with a team that’s shaping the future of beautiful home & living.

Here is what you can look forward to:

• A high-performance culture built on trust, feedback and collaboration
• An inspiring, international environment that empowers you to think big, take ownership, and grow beyond your comfort zone
• A flexible hybrid setup with 3 office days per week - because strong connections and quick collaboration make great ideas happen
• Work-from-anywhere opportunities for up to 4 weeks per year - as fresh perspectives spark bold ideas
• 30 days of paid holiday to rest, recharge, and come back ready to create
• A beautiful, centrally located, dog-friendly office with inspiring spaces, a sunny terrace, and good food - designed for moments that energise and connect
• Exclusive discounts - 40% off Westwing Collection, 20% off third-party brands (each on non-reduced items), 10% Family & Friends discount, plus special-occasion vouchers
• Wellbeing support through mental health resources, sports memberships, and preventive care
• Sustainable mobility options with discounted public transport and JobRad - moving with purpose and care for the planet
• Support for working parents, including our on-site Westwing Wichtel daycare and a partnership with multilingual provider Elly & Stoffl
• One annual Social Impact Day to give back to a cause you care about - because being human is our true superpower
• Team rituals that celebrate results and togetherness - from Movie Nights and Oktoberfest to Summer & Winter Parties

ABOUT US

Westwing, Europe’s #1 in Beautiful Living e-commerce, is present in 20+ European countries and achieved a GMV (Gross Merchandise Volume) of EUR 507 million in 2025. As Europe’s premium one-stop destination for Design Lovers, it offers a unique brand experience with a carefully curated assortment of the Westwing Collection and 3rd party design brands. The integrated platform combines Shop, Daily Specials, Stores, the B2B Service (Westwing Business) and the Westwing Design Service. Westwing’s team works together on its shared purpose to “Excite people to create homes that unlock the full beauty of life”. Founded in 2011, Westwing is headquartered in Munich and went public on the Frankfurt Stock Exchange in October 2018. Our team is a diverse group of professionals aiming for high performance, working together at a fast pace in an inspiring, international and informal environment that enables you to grow your career while working with a brand and products our customers love. We’re made up of passionate people who are creative enough to disrupt the status quo, brave enough to fail and smart enough to win. So come, be part of the “wow, you work at Westwing?” crowd. Diversity is deeply rooted in our culture. Our mission doesn’t stop to inspire only your design choices, it continues to embrace an inclusive lifestyle filled with respect to everyone’s uniqueness, cultural differences and equal opportunity.