Customer Service Specialist

YOUR OBJECTIVE

Deliver fast, high-quality customer support across all channels while proactively improving customer experience, processes, and collaboration across teams.

MAIN RESPONSIBILITIES

Deliver fast, high-quality customer support across chat, email, and social channels

Assist customers with orders, returns, and refunds while ensuring compliance with company policies

Handle complaints professionally and ensure timely and effective resolution

Maintain accurate records of customer interactions, transactions, and feedback

Collaborate closely with stores, logistics, and internal teams to monitor and resolve order issues

Monitor customer reviews and feedback across platforms and respond when needed

Continuously develop service skills, product knowledge, and platform expertise through training

Master internal tools and processes to improve efficiency and service quality

Actively contribute to cross-functional projects and propose improvements that enhance processes, tools, and the overall customer experience across retail, eCommerce, and finance teams

PERFORMANCE INDICATORS

Response time and backlog management across all channels

Customer satisfaction (CSAT / NPS)

First contact resolution rate

Process adherence and documentation coverage

Operational efficiency and tool utilization

WHAT IS YOUR PROFILE

1-2 years of experience in a client-facing role, preferably within a retail or omnichannel customer service environment

Strong organizational skills with the ability to work cross-functionally

Proven ability to take initiative and make decisions autonomously

Strong communication skills, fluent in English

THE BENEFITS

Monthly bonus based on business unit performance

Yearly bonus based on company performance

Ticket restaurant

Private extra health insurance

Generous discount on our products

Career development and evolution opportunities within the company