A sustainable fashion brand, inspired by the beauty of nature, that blends elegance with ethical craftsmanship, is looking for Customer Service to join their team.
The ideal candidate excels in communication, problem-solving, and providing exceptional support to customers via email, chat, and social media. They should be proactive, adaptable, and able to handle inquiries efficiently while maintaining the brand’s voice and values. Experience in e-commerce or fashion retail is a plus.
Requirements:
- Open for local candidates.
- Excellent command of English, both written and spoken.
- Minimum two years of experience in customer service within the fashion, lifestyle, or cosmetics industry.
- Minimum six months of hands-on Shopify experience (order handling, return processing, etc.).
- Previous experience with Gorgias or similar customer support platforms is highly desirable.
- Friendly, patient, empathetic, and solutions-oriented.
- Able to work flexible hours and occasionally handle urgent inquiries outside of standard working time.
- Highly organised, with excellent attention to detail and follow-through.
- Capable of gathering and sharing customer insights and feedback with internal teams effectively.
- Tech-savvy and open to learning and using tools like CRM systems, Shopify, AI tools, Gorgias, etc.
- Passionate about sustainability and aligned with the brand’s mission and values.
- Owns a reliable laptop and has a stable, high-speed internet connection.
- Familiarity with Zoho Desk is a plus.
Responsibilities:
- Provide clear, friendly, and efficient responses to customer inquiries, primarily via email and chat (phone support may be added in the future).
- Use Shopify to manage orders, handle returns, process refunds, and resolve customer-related issues.
- Monitor and respond to customer support tickets in Gorgias, ensuring timely and accurate assistance.
- Liaise with delivery services to track shipments and resolve shipping issues, providing timely updates to customers.
- Gather customer and product feedback and communicate it to the garment development and production teams.
- Use AI tools (e.g., LLMs) to enhance customer communication, support templates, and workflow efficiency.
- Maintain regular updates with the fulfillment team in the Netherlands to ensure seamless order processing.
- Help improve customer satisfaction by identifying pain points and sharing improvement ideas with the team.
Benefits:
- Salary according to experience + BPJS
- Laptop will be provided
