What You'll Do

Customer relationship management

• Serve as the primary point of contact for customer inquiries via email, live chat, and phone.
• Build strong, long-term customer relationships by delivering friendly, professional, and solution-focused support.
• Provide accurate information regarding products, orders, deliveries, returns, exchanges, warranties, and account-related inquiries.
• Ensure every customer interaction reflects our commitment to outstanding service and customer satisfaction.
• Follow up with customers to ensure inquiries and concerns are fully resolved.

Customer Operations

• Coordinate customer requests with internal departments, including Sales, Logistics, Warehouse, and Product teams.
• Monitor customer cases and ensure all requests are handled within established service standards.
• Process order updates, cancellations, returns, refunds, and warranty claims accurately and efficiently.
• Maintain accurate customer records and update CRM systems with relevant information.
• Support daily operational activities that contribute to a smooth customer experience.

Customer Insights & Reporting

• Record customer feedback and identify recurring issues or improvement opportunities.
• Monitor customer satisfaction metrics and contribute ideas to improve service quality.
• Prepare reports on customer interactions, trends, and operational performance.
• Assist in maintaining high standards of service quality across all customer touchpoints.

Problem Solving

• Resolve customer concerns quickly, professionally, and empathetically.
• Escalate complex issues when necessary while maintaining clear communication with customers.
• Work collaboratively with internal teams to ensure efficient problem resolution.
• Continuously seek ways to improve customer satisfaction and loyalty.

Who You Are

• You are passionate about delivering exceptional customer service and building meaningful customer relationships.
• You have excellent communication and interpersonal skills.
• You are organized, detail-oriented, and able to manage multiple tasks efficiently.
• You enjoy working with people and finding practical solutions to customer needs.
• You communicate confidently and professionally in English, both written and spoken.
• Knowledge of Dutch is an advantage but not required.
• You are proactive, patient, and customer-focused.
• You thrive in a collaborative, technology-driven remote work environment.
• Previous experience in customer service, customer support, customer success, administration, retail, or e-commerce is an advantage but not essential, as comprehensive training will be provided.