Vacancy
Experienced Customer
Care Executive
Antwerp, HQ
Full-time
Introduction
Essentiel Antwerp is a global contemporary brand from Antwerp, synonymous with positive energy.
Dedicated to fierce, fabulous and fun-loving individuals, the label brings mood-boosting fashion that lifts the spirits.
We are representative in more than 40 countries, with approximately 40 retail stores. Each store embodies our distinctive brand identity and is strategically located in prime locations. With a presence in over 750 doors and selected department stores, we have built a qualitative global wholesale distribution.
Essentiel Antwerp stands for more than fashion, it stands for a state of being. Authenticity is at the heart of the company.
With a continuous desire for growth, the brand is always on the lookout for the next move.
As our Customer Care Executive, you will be responsible for the customer satisfaction of our clients. You provide an excellent service to our clients and offer them a true Essentiel Antwerp brand experience. You will report to the Customer Care Manager.
Main tasks
Support of customer journey online:
Offer basic technical support (login, user journey problems, ..)
Provide correct information regarding products (availability, price, delivery time,…)
Provide support during purchase process (condition, exchange, payment methods, ..)
Provide information regarding delivery (shipping, returns,…)
After-sales via ticketing service:
Managing delivery issues
Monitoring undelivered goods
Dealing with complaints / issues
Service offline customers and/or re-direct them to the right person
Close collaboration with our logistics partner to resolve issues and offer accurate answers to the customers
Monitor online orders, payments and shipments
Help the company develop and maintain strong relationships with our customers
Build a positive company image and offer dedicated customer satisfaction
Who are you
You have a Bachelor degree or similar by experience
You are customer and service minded, and have a natural flair for dealing with customers
You have excellent communication skills, both written and spoken
You have a very good written and spoken knowledge of Dutch, French and English
German (working knowledge) is a big advantage
Experience with ticketing systems, e.g. Zendesk is an advantage
Knowledge of Business central, Magento, Shopify or other web back-office order management solution is a plus
You are organized, and are able to set priorities
You work accurately, and have strong analytical skills
You are stress resistant and you have a positive attitude
You take ownership
You are passionate about fashion
What we offer
You will be part of a rapidly growing fashion company
You will work in a dynamic work environment
You will receive a salary package according to your skills and experience
You will be offered a permanent full time position
