Consumer Care Specialist - German Speaker

DAINESE; Vicenza; In loco; EUR 28.000 - 45.000; Tempo pieno

Descrizione del lavoro

Dainese is seeking a Consumer Care Specialist to support our global ecommerce operations from Vicenza. You will handle inquiries related to orders, returns, product information, after-sales, warranty and repairs across multiple channels, ensuring timely responses per SLAs.

The role requires multilingual proficiency (German and English) and a collaborative, proactive attitude. Experience in the motorbike industry is a plus, with a strong emphasis on customer satisfaction and data accuracy.

Competenze

• Fluency in German and English required.
• Experience in handling ecommerce inquiries and after-sales.
• Excellent written and spoken communication skills.

Mansioni

• Manage inbound and outbound emails, calls, and chats from global consumers on ecommerce topics.
• Respond to inquiries promptly according to company SLAs.
• Coordinate with logistics and warehouse teams on shipment status.
• Liaise with couriers on inbound/outbound shipments and issues.
• Communicate with company-owned stores to manage end customers (B2C).
• Analyze product complaints and provide the best solution.
• Handle paid repair requests and advise customers accordingly.
• Assist with text proofreading for Dainese, AGV, TCX websites.
• Provide multilingual support; German and English required; additional languages a plus.

Conoscenze

German fluency

English fluency

Microsoft Office

Customer service

Team player

Descrizione del lavoro

Dainese is the global leader in protective equipment and apparel of excellence for motorcycling and dynamic sports. Headquartered in Vicenza, Italy, the company has a presence in EMEA, APAC and the Americas. Dainese owns three prestigious brands - Dainese, AGV and TCX - which are synonymous with innovation and technical excellence. It is present in 96 countries through a consolidated network of wholesale partners, 45 mono-brand shops and a direct e-commerce channel.

The Consumer Care Specialist sits in the Digital & E-commerce Department and is required to provide assistance to the digital operations team to ensure high level service towards our consumers globally for any topic related to ecommerce orders, returns, product information and advice, after sales and warranty, product customization, services and reparation or any other request received through our media channels (form, email, chat, phone). Additionally, he/she will also assist digital operations and accounting activities related to the marketplace business management (Amazon, etc).

YOU WILL BE IN CHARGE OF:

• Manage inbound and outbound emails, calls, chats, directly to/from final consumers from all over the world for any topic related to ecommerce orders, returns, product information and advice, after sales and warranty, services and reparation.
• Ensure that consumers’ inquiries are being responded to in an appropriate and timely manner based on company SLAs.
• Communicate with the logistic and warehouse teams regarding inbound/outbound shipments status
• Communicate with couriers regarding inbound/outbound shipments for any issues reported by our customers
• Communicate with company-owned stores to manage end customers (B2C)
• Analyze any product complaints received and provide the customer with the best solution
• Analyze any paid repair requests and provide the customer with the most appropriate solution
• Manage product reviews and Q&As
• Support with text proofreading on Dainese, AGV, TCX official website.
• Multi-lingual native speaker or fluent in German and English. Other languages will be a plus.
• Strong communication skills, correct use of grammar, syntax, as well as of vocabulary and spelling.
• Collaborative, flexible, positive, team player, eager to learn.
• Microsoft Office knowledge
• Experience or passion for the motorbike industry.

SALARY RANGE

5th–6th level under the Italian National Collective Labour Agreement (CCNL) for the Textile, Clothing, Fashion Industry.

The final salary package will be determined based on the candidate’s professional experience and the alignment of their skills and competencies with the responsibilities and requirements of the role.

We believe in the strength of diversity and the value created when different perspectives come together. Being an inclusive company isn’t a goal – it’s the journey we choose to take every day. Our recruitment process complies with Italian Legislative Decrees 198/2006, 215/2003, and 216/2003, guaranteeing equal opportunity to whoever wishes to join us on this journey.

The position is open to everyone – we welcome every identity and orientation, safeguarding and promoting the free expression of each individual.