(Junior ) Operations Specialist - Customer Service (all genders)

BESTSECRET Group; München; On-site; EUR 38,000 - 52,000; Full time

Job summary

BESTSECRET Group is seeking an Operations Specialist in Customer Service to support our members with inquiries and cases, growing into handling more complex requests. You will combine empathy, strong communication, and a customer‑centric mindset to ensure an outstanding experience while collaborating with internal teams and external partners.

You will work in a fast‑paced, luxury off‑price fashion environment, contributing to process improvements and ensuring high‑quality service across

Qualifications

• Experience in customer service, hospitality, retail, sales, call center, events, or e‑commerce is a plus but not required.
• Outstanding written and verbal communication skills with empathy and professionalism.
• Ability to stay calm, confident, and solution‑oriented in challenging situations.
• Fluent English is a must; additional European languages are a strong advantage.
• Strong organizational skills and attention to detail.
• Proficiency in MS Office and experience with CRM or ticketing systems.
• A team player who follows processes but can challenge them with good arguments when needed.

Responsibilities

• Act as a friendly and reliable contact for customer inquiries and priority cases, learning to handle more complex requests over time.
• Deliver professional, empathetic, and solution‑oriented support across multiple channels.
• Take ownership of customer issues from initial contact through final resolution, with timely follow‑up and clear communication.
• Collaborate with various departments (e.g. logistics, buying, IT) and external service providers to resolve issues efficiently.
• Monitor ongoing cases and proactively identify opportunities to improve the customer journey and service processes.
• Share customer insights and recurring issues with relevant stakeholders to drive continuous improvement across the business.
• Follow our service guidelines and speak up constructively when a process does not serve the customer or the business.
• Document every case thoroughly to enable the Process Excellence team to analyze data and improve processes.

Skills

Customer service excellence

Empathy

Communication skills

Problem solving

Team player

MS Office / CRM tools

Tools

CRM systems

Ticketing systems

MS Office

Job description

BESTSECRET is the leading European online destination for premium and luxury off-price fashion. The Group offers its members in 28 countries across Europe a superior brand portfolio complemented by a high-end shopping experience. At the same time, BESTSECRET enables its brand partners to clear overstock at scale with minimum visibility and maximum brand equity protection. The unique business model is based on its closed character with an invitation-only customer membership, longstanding brand partner and customer relationships, combined with a tech-focused mindset. BESTSECRET has a strong track record of profitable growth over many years. It generated revenues of EUR 1,533.7 million in 2025 and employs around 2,200 people from over 90 nations. The Group draws on a heritage of 100 years in the textile and fashion industry and today is owned by Permira Funds and the founding families Schustermann and Borenstein.

Are you passionate about delivering exceptional customer experience and turning challenging situations into something special? As an Operations Specialist in Customer Service, you will support our members with their questions and cases and grow step by step into handling more complex requests. By combining empathy, strong communication skills, and a customer‑centric mindset, you will help ensure an outstanding experience for our members while collaborating closely with internal stakeholders and external partners.

Your Responsibilities

• Act as a friendly and reliable point of contact for customer inquiries and priority cases, and learn to handle more complex requests over time.
• Deliver professional, empathetic, and solution‑oriented support across multiple communication channels.
• Take ownership of customer issues and requests from initial contact through final resolution, ensuring timely follow‑up and clear communication.
• Collaborate closely with various departments (e.g. logistics, buying, IT) and external service providers to resolve customer issues efficiently.
• Monitor ongoing cases and proactively identify opportunities to improve the customer journey and service processes.
• Share customer insights and recurring issues with relevant stakeholders to drive continuous improvement across the business.
• Follow our service guidelines and speak up constructively when a process does not serve the customer or the business.
• Document every case thoroughly and accurately, so that the Process Excellence team can analyze the data and improve our processes.

Your Profile

• Experience in customer service, hospitality, retail, sales, call center, events, or e‑commerce is a plus but not a must; student jobs, internships, or volunteering with direct people contact count too.
• Outstanding written and verbal communication skills with a strong sense of empathy and professionalism.
• Ability to remain calm, confident, and solution‑oriented when handling challenging customer situations.
• A friendly, open person who enjoys talking to people, quickly makes customers feel comfortable, and always stays professional.
• Fluent English is a must, additional European language skills are a strong advantage.
• Strong organizational skills and attention to detail.
• Proficiency in MS Office and experience with CRM or ticketing systems are a benefit.
• A team player who follows the standard processes, and has the courage to question them with good arguments when they do not make sense.

At BESTSECRET, diversity isn't just a trend – it's our professional philosophy. We are dedicated to cultivating an inclusive workplace where everyone's unique talents and backgrounds are celebrated. Applicants from all backgrounds, experiences and perspectives are welcome to join us in our mission towards a more vibrant and inclusive future.