Customer Care Front Office Specialist

About the role

As a Customer Care Front Office Specialist you will be the first point of contact for Westwing’s customers, shaping every interaction across the purchase journey. Based in Munich, you will work closely with logistics, operations and product teams to deliver a seamless, high‑touch experience for design‑focused shoppers.

Key responsibilities

• Provide daily, multi‑channel support for enquiries about orders, products, deliveries, returns and complaints.
• Offer personalised assistance to high‑value customers to strengthen brand loyalty.
• Own complex cases and escalations, ensuring swift and satisfactory resolutions.
• Collaborate with internal stakeholders to resolve operational issues and improve processes.
• Identify recurring pain points and leverage AI‑driven tools to optimise support workflows.

Required profile

• Proven experience in customer care, hospitality or a similar customer‑facing role.
• Strong customer‑centric mindset with genuine empathy.
• Ability to thrive in a fast‑paced environment and take ownership of issues.
• Excellent communication skills in both English and German, even under pressure.
• Interest in interior design, furniture and e‑commerce.

Required skills

What we offer

• High‑performance culture built on trust, feedback and collaboration.
• International, inspiring work environment with a flexible hybrid model (3 office days per week).
• Option to work remotely up to four weeks per year.
• 30 days of paid holiday and a dog‑friendly office with great amenities.
• Exclusive employee discounts on Westwing collections and partner brands.