Customer Experience Representative – B2C Italy

About the role

As a Customer Experience Representative for the B2C Italy market, you will be the first point of contact for retail customers, delivering proactive and high‑quality service through phone, email and other communication channels. You will work from our Hamburg‑Moorfleet distribution centre, supporting both direct consumer interactions and e‑commerce related issues.

Key responsibilities

• Handle inbound and outbound customer communications via phone and email, ensuring responses within promised timeframes.
• Resolve retail customer enquiries efficiently while adhering to established policies.
• Manage e‑commerce escalations in collaboration with a third‑party contact centre.
• Support warehouse return processes by identifying missing returns and communicating solutions to customers.
• Provide feedback for process optimisation and contribute to continuous improvement initiatives.
• Coordinate with distribution‑centre functions to share accurate information promptly.

Required profile

• Previous experience in a customer‑facing role (virtual or in‑person) is an advantage.
• High motivation, strong engagement and a proactive, can‑do attitude.
• Native‑level Italian language skills.
• Ability to work independently while thriving in a collaborative team environment.
• Understanding of market‑specific customer needs and the flexibility to adapt services accordingly.

Required skills

What we offer

• Opportunity to work for a leading global jewellery brand with a strong sustainability focus.
• Dynamic, multicultural environment with colleagues from over 40 nationalities.
• Professional development within a fast‑growing logistics and e‑commerce operation.