Customer Service Representative

Summary

The job is for a Customer Support Representative who will help shape customer support policies, manage queries via email and support tickets, moderate social media comments, resolve order-related problems, address complaints on various platforms, monitor shipping performance, organize support policies, liaise with external partners, and work closely with other team members. The position is fully remote and offers flexible work arrangements, opportunities for personal growth, professional development, and expanded responsibility.

Requirements

• High English proficiency
• Native or near-native fluency in Dutch and French
• Excellent written communication skills
• Customer support experience, including complaint resolution
• Proficient with MS Office Suite, Google Docs, or similar applications
• Familiarity with video conferencing tools like Zoom, MS Teams, or Google Meet
• Experience with customer support systems like Freshdesk, Intercom, Kayako, or Zendesk

Responsibilities

• Help shape customer support policies and procedures
• Manage customer queries via email and support tickets
• Moderate social media comments for a positive, professional online presence
• Resolve order-related problems, including returns, refunds, replacements, and disputes
• Address complaints on platforms such as Amazon, Klarna, and PayPal
• Monitor shipping performance and other key metrics
• Organize and maintain support policies and procedures
• Liaise with external partners like fulfillment centers, vendors, and third-party services

Preferred Qualifications

• Previous experience with social media management tools (e.g., BrandBastion, Hootsuite, Agorapulse, Sprout Social) or management of social media profiles is a plus
• Basic online marketing and e-commerce knowledge

Benefits

• Work From Home
• Paid Time Off
• Training & Development
• Performance Bonus