Customer Experience Representative (B2C Italy)

About the role

We are looking for an energetic Customer Experience Representative to join our Hamburg distribution centre and support B2C customers in Italy. You will be the first point of contact for retail and e‑commerce enquiries, ensuring a positive experience across phone, email and other channels.

Key responsibilities

• Deliver exceptional customer service to retail customers via phone, email and other platforms.
• Resolve enquiries efficiently while maintaining service quality and high satisfaction.
• Handle e‑commerce escalations with third‑party contact centres and support warehouse return processes.
• Provide proactive feedback for process optimisation and continuous improvement.
• Communicate with internal distribution‑centre functions to share accurate information.
• Work independently and collaboratively with a strong team ethos.

Required profile

• Experience in a customer‑facing role (virtual or in‑person) is an advantage.
• High motivation, engagement and a can‑do attitude.
• Native‑level Italian speaker.

Required skills

What we offer

• Opportunity to work in a leading logistics centre of a global jewellery brand.
• Dynamic, multicultural team with over 40 nationalities.