DACH ECOM Customer Service Specialist

Build the bridge between people and the digital world together with us.

vivo is a leading global technology company specializing in smart devices and services to connect users worldwide by developing exciting and innovative smartphone and accessory solutions. The nine research and development centers create innovative technologies in the areas of 5G, artificial intelligence, industrial design, photography and other emerging technology fields. vivo Austria & Hungary is expanding its business and therefore looking for a

DACH ECOM Customer Service Specialist

Place of work: Budapest, Hungary | Start:September 2026, full-time

We're looking for a Customer Service Specialist to be the friendly voice of our company. You'll build meaningful relationships with our customers, understand what they need, and work hand in hand with our Marketing and Operations teams to make every interaction a great one.

This role will serve as one of the key interface between DACH consumers and vivo, covering the ecommerce customer journey from pre-sales enquiries and order support to delivery, returns, repairs, after-sales service and customer retention. The successful candidate will work closely with ECOM operations, logistics, warehousing, after-sales, product and marketing teams to resolve customer issues quickly and effectively, while turning recurring consumer feedback into actionable improvements. Beyond day-to-day customer support, this role will gradually build a more scalable customer service framework and CRM strategy for the DACH market.

These exciting tasks are waiting for you:

• Act as a primary point of contact for DACH consumers across customer service channels, mainly via mail, may expand to more efficient channels. Ensure all customer communication is accurate, timely, professional and aligned with the brand’s tone of voice.
• Work closely with marketing and operation teams, and handle pre-sales and post-sales enquiries related to product features, promotions, payments, order status, shipping, delivery delays, returns, exchanges, repairs, warranties and refunds.
• Escalate critical customer issues promptly and ensure clear ownership, follow-up and communication until resolution.
• Identify recurring consumer pain points and work with relevant teams to address root causes, rather than only resolving individual cases.
• Establish service-quality standards, including response-time targets, case-resolution expectations, quality-assurance criteria and escalation mechanisms.
• Support the future development of efficient customer service SOP and CRM strategies as the business scales.

What you bring along:

• At least 2 years of experience in customer service, customer experience, CRM, after-sales operations or related functions in consumer eletronics industry.
• Strong familiarity with the DACH market, including consumer expectations, local communication styles and e-commerce shopping behaviour in Germany, Austria and Switzerland.
• Fluent German and English, with the ability to independently handle written customer communication and explain complex issues clearly and professionally. Chinese language ability is a plus.
• Data-driven mindset, with the ability to identify patterns in customer enquiries, service tickets, returns, reviews and operational data.
• Hands-on experience with at DTC platform like Shopify and customer-service, ticketing or CRM platform, such as Klaviyo, Salesforce or comparable tools.
• Familiarity with customer-experience and CRM performance indicators, such as CSAT, NPS, first response time, resolution time, repeat-contact rate, retention rate and customer lifetime value.

One dream. One team. What you can expect from us

• Working with the latest technologies in a multicultural, dynamic and ambitious team
• Start-Up mentality with the baking of a top international company
• Support for a balanced and healthy life at work and outside of work (flexible working, company phone, team events)
• Promoting your talents through an open and authentic working environment, self-reflection and continuous learning and growth

Interested? Then send us your application right away at [email protected] or here on linkedin.

We look forward to meeting you!