Customer Service Specialist - German Speaking

Customer Service Specialist - German Speaking

Location:

Mendrisio

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.

• 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.

• 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.

• Proficiency in an additional language such as French, Spanish, Italian, or another European language.
• Experience with in the luxury, jewelry, watches, or fashion sectors.
• Knowledge of SAP or other ERP systems.
• Experience supporting international customers and stakeholders across EMEA markets.
• 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.