Customer Happiness Specialist - Partners & Projects - South Africa (m/f/d)

Cape Town Full-time Permanent employee

About us

vetsak is one of the fastest growing D2C companies in the premium furniture segment. We combine South African lifestyle with German innovation and quality. So far, we have made the lives of over 150,000 customers in 60 countries more comfortable, and we are adding more every day. In order to expand our growth, we are looking for bold, creative, driven, self-motivated, entrepreneurial individuals with a “sky’s the limit” kind of outlook, to join and develop our team. Your Responsibilites

• Fluent in German and English
• Manage orders accurately end-to-end, including system reconciliation, tracking for timely delivery, addressing delays, and partnering with the supply chain for prioritization and order fulfillment.
• Drive proactive customer communication, including updating partners on order statuses and delivery schedules, resolving client concerns professionally, gathering feedback for improvement, and proposing solutions to recurring issues.
• Provide proactive customer support, including assisting partners with claims and questions on product quality, resolving delivery status inquiries, and aiming to reduce key friction points in a timely manner.
• Oversee customer and query management, including providing accurate product and pricing information, driving the account onboarding process, solving order inquiries creatively, and working with Sales Ops to track invoices and payments.
• Establish the Business Portal as a self-service model, including executing partner training, providing ongoing support under the Sales Ops Lead, and enabling the successful management of this new way of working.
• Build strong relationships with B2B partners and internal teams, including creating "wow" moments for retailers, delivering high service standards, anticipating needs, and utilizing HubSpot to log all communications.
• Support the Sales team across geographical regions, including periodic reporting, tracking customer insights, and adapting the D2C Customer Happiness philosophy to deliver an elevated, proactive service level for B2B Partners & Projects.
• Facilitate customer digital consultations, including the pre-scanning of potential customers, professionals, and projects.
• Track and report service metrics, including aligning data with key performance metrics for Partners & Projects and D2C, and adding qualitative comments to contextualize the data.
• Exhibit vetsak values everyday - internally and externally - and be a role model for others About You

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• Strong organizational and management skills with a high drive for operational efficiency
• Excellent interpersonal skills paired with strong written and verbal communication
• High attention to detail and a proactive, problem-solving mindset
• Customer-focused attitude with a clear commitment to service excellence
• Tech-savvy with the ability to quickly adapt to new software, CRM platforms (such as HubSpot) and order management systems
• Collaborative team player with a resilient personality, able to manage conflicts professionally and work effectively across departments What you can expect from us

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• A growing international team reshaping the future of furniture - if you want to career growth, vetsak is an incredible place to learn and grow
• A collaborative, non-hierarchical and strong values-led culture - where your voice & contribution matters
• Creative freedom and colleagues who are among the best in their field
• Here you´ll be part of a team redefining what comfort and design mean in the 21st century. We value creativity, curiosity and bold thinking - and we give you the space to craft something lasting. Important to know

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Ready to make comfort a career? Apply now with your CV and a few words about why you’re the right fit.

Important to know: Your CV & cover letter must be written in English (our company language)