Customer Service Specialist - German Speaking

Damiani Group is a leading international luxury jewelry and watches group, renowned for its Italian craftsmanship, excellence, and commitment to delivering exceptional customer experiences. To support our international growth, we are looking for a Customer Service Specialist who is passionate about customer care and committed to delivering outstanding service standards. Key Responsibilities • Manage customer, boutique, and business partner inquiries via email, phone, and digital communication channels. • Deliver high-quality pre-sales and after-sales support, ensuring a seamless and luxury-level customer experience. • Process and monitor orders, shipments, returns, repairs, and service requests. • Coordinate with Sales, Retail, Logistics, and After-Sales teams to ensure timely resolution of customer issues. • Maintain accurate customer and order information within CRM and ERP systems. • Handle complaints and complex cases professionally, demonstrating empathy, ownership, and solution-oriented thinking. • Contribute to customer satisfaction initiatives and continuous process improvements. • Prepare reports and support the monitoring of customer service KPIs and performance metrics. Requirements Required Qualifications • Previous experience in a Customer Service, Customer Care, or Sales Support role, preferably within luxury, fashion, retail, or premium consumer goods industries. • Fluent German (C1/C2 level), both written and spoken. • Good command of English (minimum B2 level). • Strong communication and interpersonal skills. • Customer-focused mindset with excellent problem-solving abilities. • High level of accuracy, organization, and attention to detail. • Proficiency in Microsoft Office and familiarity with CRM systems. Nice to Have • Proficiency in an additional language such as French, Spanish, Italian, or another European language. • Experience within the luxury, jewelry, watches, or fashion sectors. • Knowledge of SAP or other ERP systems. • Experience supporting international customers and stakeholders across EMEA markets. Personal Competencies • Strong customer orientation and service mindset. • Ability to build positive relationships with customers and internal stakeholders. • Excellent organizational and multitasking skills. • Team player with the ability to work effectively in a fast-paced, international environment. • Proactive, flexible, and solution-driven approach.