(T) Customer Support Specialist (9 months)

Job description

Overview

  In a Nutshell

In this position you are responsible for handling our 2 nd and 3 rd line escalations. You will process all these, whilst also being the point of contact for other departments and our external call center.

Responsibilities

Objectives of the Role

·  Be responsible for 2 nd /3 rd line escalations
·  Point of contact for stores and/or our external customer service team
·  Manage payment disputes in payment portals
·  Providing second tier support by coordinating between first line and internal stakeholders to find (structural) solutions
·  Identify areas of friction and feedback to the business
·  Process refunds
·  Handle high level complaints
Qualifications

Skills and qualifications you bring to the table

·  You are an influencer with a can-do attitude, who is flexible and enjoys cross functional teamwork.
·  Experience as a Customer Support Specialist or similar CS role
·  Proven track record of analytical skills
·  Great people skills and ability to communicate feedback
·  Good organizational skills and ability to prioritize
·  Great problem-solving capabilities
·  Excellent English. One or more of the following languages would be a plus: German, French, Italian, Spanish or Dutch.
·  You are available for 40 hours per week and are willing to do weekend work occasionally

 

 

Benefits

What we offer you

·  Career development and growth in an ambitious international team
·  Recognition, inclusion and belonging in a diverse environment
·  25 holidays and flexible working (hybrid position, in office 2 days p/w)
·  Employee Discount on in-store and online products
·  Casual Sneaker Culture
·  Learning & Health/wellbeing programs
·  On-site fitness center, Basketball court, football pitch and Prayer Room
·  Canteen for lunch
·  Travel reimbursement
·  Pension Plan
·  Discounted Collective Health plans
·  Activities organized by our Social Committee