Hybrid Customer Care Back Office Specialist (EN/DE)

Westwing; New Munich (MN); Hybrid; USD 47,000 - 63,000; Full time

Benefits offered by this job

Hybrid work model

Work-from-anywhere up to 4 weeks

30 days paid holiday

Dog-friendly office

Exclusive discounts

Wellbeing resources

Sustainable mobility options

Westwing daycare

Social Impact Day

Team rituals

Job summary

Westwing is hiring a Customer Care Back Office Advisor in Munich to support the ongoing customer experience across markets. You will coordinate with suppliers, carriers, and warehouses, assist with claims and escalations, and document issues across the customer journey.

The role requires strong organizational and communication skills, a customer-first mindset, and fluency in English and German. A hybrid work setup applies, with opportunities for cross-team collaboration and process improvements.

Qualifications

• Experience in Customer Service, Customer Support, or a similar customer-facing role.
• Strong organisational skills with the ability to prioritise effectively in a fast-paced environment.
• Ability to collaborate confidently with multiple internal teams and external partners to find customer-focused solutions.
• Strong customer-first mindset combined with empathy and professionalism.
• Excellent communication, stakeholder management and problem-solving skills.
• Fluency in English and German.

Responsibilities

• Support the management and resolution of customer issues by coordinating with external partners, including suppliers, carriers, and warehouses
• Assist the Front Office team with customer claims and escalations, ensuring timely and effective resolutions
• Monitor and document issues and process gaps throughout the customer journey, from purchase to delivery
• Collaborate closely with Logistics Operations, Finance, Quality, Supply Chain, and other internal stakeholders to resolve cases and improve processes
• Identify recurring customer needs and contribute to continuous service and process improvements
• Ensure a high standard of quality, accuracy, and professionalism across all customer-related communications and case management activities

Skills

Customer service

Organisational skills

Collaboration

Customer-first mindset

Communication

English & German

Job description

Westwing is hiring a Customer Care Back Office Advisor in Munich to support the ongoing customer experience across markets. You will coordinate with suppliers, carriers, and warehouses, assist with claims and escalations, and document issues across the customer journey.

The role requires strong organizational and communication skills, a customer-first mindset, and fluency in English and German. A hybrid work setup applies, with opportunities for cross-team collaboration and process improvements.