Premium Customer Care Specialist (EN/DE)

Westwing; New Munich (MN); Hybrid; USD 50,000 - 73,000; Full time

Benefits offered by this job

Dog-friendly office

Job summary

Westwing, Europe’s premium home and living ecommerce brand, is seeking a Customer Care Front Office Specialist in Munich. Join a team delivering personalised, high-touch support across the full customer journey, from product inquiries to returns and escalations.

Role emphasizes empathy, strong communication in English and German, and collaboration with logistics and internal teams to elevate the Westwing experience for design lovers. Permanent position with a hybrid setup.

Qualifications

• Experience in customer care or similar role.
• Strong empathy and customer-centric approach.
• Interest in interior, furniture and ecommerce.
• Proficient in English and German communication.

Responsibilities

• 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.

Skills

Customer care experience

Empathy

German language

English language

Problem solving

AI tools

Hospitality

Interior design interest

Tools

CRM software

AI tools

Job description

Westwing, Europe’s premium home and living ecommerce brand, is seeking a Customer Care Front Office Specialist in Munich. Join a team delivering personalised, high-touch support across the full customer journey, from product inquiries to returns and escalations.

Role emphasizes empathy, strong communication in English and German, and collaboration with logistics and internal teams to elevate the Westwing experience for design lovers. Permanent position with a hybrid setup.