Customer Experience & Service (m/w/d)

Join the Mission. Share the Passion.

Not all of us spend our evenings reading studies instead of novels or our mornings exploring the latest research on nutrition and longevity. What unites us is the ambition behind ASPRIVA: to develop scientifically grounded products, take quality seriously without compromise, and never do something simply because it happens to be trending. If you enjoy taking responsibility, work in a structured way, and are interested in health, science and building an ambitious brand, we would like to hear from you.

#shopify-section-template-31131185119581__16324399488a55ecb4 [data-item~="section-heading"], #shopify-section-template-31131185119581__16324399488a55ecb4 h1 {max-width: none; font-family: var(-font-heading-family); font-weight: var(-font-heading-weight); font-size: 70px; line-height: 76px; margin-bottom: 50px;} #shopify-section-template-31131185119581__16324399488a55ecb4 .featured-text-root {background-color: #87ef74;}

• Good reasons for joining ASPRIVA

• We have a clear mission

  ASPRIVA is not a company where change is an end in itself. We work towards clear goals, with clearly defined responsibilities and high standards for the quality of our work.

  Decisions should be transparent and understandable. Problems are addressed openly. Good arguments matter more than hierarchies or internal politics.

  We work as a focused team, take responsibility for our respective areas and learn from things that do not go according to plan.

  You can take on responsibility

  We are looking for people who do more than simply complete tasks. We want people who understand why they are doing something and how their work contributes to the bigger picture.

  At ASPRIVA, those who do great work should have the opportunity to take on additional responsibility and develop both professionally and personally.

  We expect independence, while providing the support needed to take on new responsibilities with confidence.

• How to apply

• We value different perspectives

  At ASPRIVA, people with different professional backgrounds and experiences work together.

  What matters to us is not a particular career path, but whether you are good at what you do, take responsibility, work with care and are willing to engage with new topics.

  HOW TO APPLY

  If you are interested in one of our open positions, please upload your application documents via the application link provided.

  We require at least:

  ✦ an up-to-date CV

  ✦ your earliest possible start date

  ✦ a short cover letter that shows us you have taken the time to understand ASPRIVA before applying. We are not interested in why you “would like to work in a dynamic company”. We want to see whether you understand what ASPRIVA stands for, how we approach scientific evidence, product development and quality, and what, in your view, sets us apart from much of the supplement market.

  Once we have received your complete application, we will usually get back to you within three to four business days via the email address you provided.

#shopify-section-template-31131185119581__service_list_CrnLef .service-list-root {background-color: #87ef74;} #shopify-section-template-31131185119581__service_list_CrnLef .service-list-info {display: none;} #shopify-section-template-31131185119581__service_list_CrnLef h3.service-list-block-header-text {font-size: 28px; line-height: 100%; font-family: var(-font-paragraph-family); font-weight: var(-font-paragraph-weight); text-align: left;}

Customer Experience & Service (m/w/d)

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