Customer Service Coordinator – German Speaker (4-Month FTC)

Customer Service Coordinator – German Speaker (4-Month FTC)
Start Date: November | End Date: February 
Full-time or Part-time
Shift-Based: 5/6 Days Per Week Including Evenings & Weekends, Or Evenings & Weekends only. 
Fully Remote | UK-Based Candidates Only 
Operating Hours | 8 am- 8 pm (8-hour shift pattern) 

About us
DeMellier is a London-based brand that was founded with the vision of doing things differently: to design handbags that would make women feel empowered, made ethically and sustainably, while giving back to those who need it most. These principles guide everything we do. All our pieces are crafted ethically in Europe using the finest sustainably sourced materials. We champion equality, and for every piece sold, we fund vaccines and medical treatments aimed at saving the life of a child in need. So far, through our permanent charity initiative, ‘A Bag, A Life’, in partnership with SOS Children’s Villages, we have funded over 2.5 million vaccines. Join us and be part of an award-winning, purpose-driven brand that fosters creativity, collaboration, and meaningful impact within the luxury industry.

The role
We're hiring multiple Customer Service Coordinators to join our growing team on a 4-month Fixed-Term Contract running from November through February to help us during peak time. This is an exciting opportunity to be part of a supportive and dynamic customer service function at the heart of a purpose-driven luxury brand.
These are fully remote roles with no office attendance required, ideal for organised, self-motivated individuals who thrive in a fast-paced environment and are passionate about delivering world-class customer care. 
We have two types of roles available:

• Full-time positions( Up to 46 Hours Per Week - Including Evening & Weekends )
• Part-time hours ( Minimum 22 Hours Per Week - Evening & Weekends Only ) 

Shifts will be scheduled on a rota basis, with your working pattern agreed upon before your start date. Flexibility is required, as rotas may include evenings and weekends.

• At least 2 years’ experience in a customer service role, ideally in e-commerce, retail, or a premium brand.
• Fluent German and English language skills, both written and verbal, are essential. 
• Strong interpersonal and communication skills with excellent attention to detail.
• Ability to work independently in a structured and proactive way.
• Tech-savvy with experience using customer service platforms (Gorgias, Shopify a plus).
• A calm, empathetic, and problem-solving approach to service.
• Availability for 5 / 6 shifts per week  (including evenings and weekends ), within our operating hours of 8 am–8 pm.

• Provide exceptional customer service across a range of platforms:  phone, email, live chat, WhatsApp, and social media.
• Support both English- and German-speaking customers, delivering clear, professional, and personalised service.Maintain a professional and personable communication style, both written and verbal.
• Use tools such as  Gorgias, Shopify, and 3PL warehouse portalswith confidence to manage orders and resolve queries.
• Consistently meet daily  service level agreements (SLAs), updating customers on inquiries, returns, or delivery timelines.
• Track and manage courier-related issues, ensuring proactive updates for customers and smooth order resolution. 

• Hybrid working
• Annual Leave package increases the longer you stay with us
• Enhanced company maternity policy
• Employee Discount: 50% off Stock and up to 90% off Seasonal Sample Sales
• Free DeMellier gift bag on successful probation