DTC Customer Service Team Lead (French & German... Customer Services · London ·

Jellycat Toy Co. Ltd.; London; On-site; GBP 30,000 - 50,000

Job description

Creating original and innovative luxury soft toys, Jellycat combines luxurious fabrics with quirky and cute designs and sells its products online and via stockists throughout the UK, Europe and the rest of the world.

We are looking for a proactive, customer-focused French and German speaking Customer Team Leader to join our DTC (Direct to Customer) team, supporting website sales for the German and French speaking EU market. In this role, you will lead a team of 5 French and German speaking agents to ensure we offer best in class service to our customers. You will also manage customer interactions across phone, email, and live chat channels, ensuring every customer receives exceptional service. You’ll be responsible for tasks such as processing order edits, liaising with couriers and internal teams, and providing proactive communication to keep customers informed.

This is a fast-paced, dynamic role where your attention to detail and dedication will make a significant impact on customer experience and the overall success of our DTC team. You’ll work towards achieving KPIs related to response times, resolution times, and customer satisfaction scores.

You'll be;

• Leading a team of Customer Service agents to ensure the smooth running of the daily tasks as well as dealing with any escalations.
• Managing customer interactions via phone, email, and live chat, offering exceptional service and resolving queries effectively in German and French.
• Proactively updating customers on order statuses, delays, and resolutions in a professional manner.
• Handling order edits, including changes, cancellations, and special requests, with accuracy and efficiency.
• Liaising with external courier services to resolve delivery issues, track shipments, and escalate concerns when necessary.
• Collaborating with internal departments, such as operations and logistics, to ensure smooth order fulfilment.
• Making sure the team achieves KPIs such as response times, resolution times, and customer satisfaction scores.
• Monitoring and prioritising daily tasks to meet deadlines while maintaining high service quality.
• Providing feedback on recurring customer concerns to improve processes and the overall customer experience.
• Supporting team initiatives and adapting to changing priorities in a fast-paced environment.

You'll have;

• Experience in leading a Customer Service team.
• At least 2 years of experience in a customer service role, ideally in a DTC or e-commerce setting.
• Fluency in French, German and English (written and spoken) for professional customer interaction.
• Strong organisational skills and the ability to manage multiple tasks effectively.
• Proficiency in customer service management tools and systems, such as Zendesk.
• Competency in Microsoft Office Suite (Excel, Word, Teams, Outlook).
• A proactive and solution-oriented approach, with the ability to take ownership of customer issues.
• Attention to detail and commitment to high-quality work.
• Resilience and adaptability in a fast-paced, dynamic environment.
• A positive and empathetic approach when interacting with customers and team members.
• Ideally experience in managing live chat systems or phone-based customer service.
• Ideally experience in working with couriers or logistics teams to resolve delivery issues.
• Ideally experience with e-commerce platforms or order management systems like Big Commerce.
• Ideally have familiarity with data reporting tools for tracking KPIs and customer feedback trends.