ASPRIVA stands for uncompromising quality and scientifically grounded food supplements as part of a holistic approach to longevity.
Our products are based on carefully selected ingredients and scientifically grounded dosages. For us, science is not a marketing claim, but the foundation of our product development and communication.
THE ROLE
You are one of the most important points of contact for our customers and prospective customers and therefore an essential part of their everyday experience with ASPRIVA.
You ensure that enquiries are handled professionally, reliably and promptly. Whether the question concerns an order, delivery, complaint or a general enquiry about ASPRIVA, you make sure our customers receive a clear answer and that their issue is resolved reliably.
For us, this is not about processing tickets as quickly as possible. With every interaction, our customers should feel that we take their concerns seriously and treat them with care, reliability and appreciation.
This position is an entry level opportunity at ASPRIVA with the prospect of gradually taking on additional tasks and responsibilities as you develop within the company.
YOUR RESPONSIBILITIES
- Professional and timely handling of all incoming enquiries from customers and prospective customers via email and telephone
- Competent support with questions relating to orders, payments, deliveries, returns and complaints
- Reliable resolution of problems and consistent follow up of open customer issues until they are resolved
- Support with general questions about ASPRIVA and our products within the defined scope of customer advice
- Processing and monitoring of e commerce orders
- Coordination with internal and external contacts when customer issues cannot be resolved immediately
- Documentation of relevant customer enquiries and recurring issues
- Communication of customer feedback and recurring questions to help us continuously improve our processes and customer experience
- Support with selected sales and marketing projects
- Taking on additional organisational responsibilities in line with your personal development and increasing level of responsibility
YOUR PROFILE
- Initial professional experience in customer service, ideally within e commerce
- Completed vocational training, a university degree or relevant practical experience
- Excellent written and spoken German
- Good written and spoken English, additional languages are an advantage
- Excellent written communication skills and confidence in professional email communication
- Confident and friendly manner on the telephone
- Structured, reliable and independent way of working
- Ability to maintain an overview and set the right priorities when handling several enquiries at the same time
- Strong solution orientation and the determination not simply to pass on a customer issue, but to follow it through reliably until it is resolved
- Friendly, professional and confident communication, including in more challenging situations
- Interest in ASPRIVA, our products and scientifically grounded food supplements
HOW YOU WORK
You understand that customer service is an essential part of our brand.
You do not simply respond politely. You communicate clearly, reliably and professionally.
You take ownership of an issue and ensure that open points are consistently followed up.
You work carefully and understand that a fast response is only a good response if it is also accurate and complete.
You can see a situation from the customer’s perspective while remaining structured and solution oriented.
If you are not certain about an answer, you clarify it internally rather than improvising.
You identify recurring problems and raise them so that we can improve our processes rather than simply resolving individual cases.
WHAT WE OFFER
- An important role with direct contact with our customers
- An entry point into ASPRIVA with the opportunity to gradually take on additional responsibility
- Challenging and varied responsibilities
- A high degree of autonomy within your area of responsibility
- Short decision making processes
- Significant scope to shape your role within a small team
- A centrally located workplace in Heidelberg, just a few minutes’ walk from the main railway station
- Flexible working arrangements and opportunities for flexible work
- Attractive, market competitive compensation
