Customer Service & Experience Officer

Suspicious Antwerp; Antwerpen; Sur place; EUR 28 000 - 42 000; Plein temps

Résumé du poste

Suspicious Antwerp is seeking a proactive customer service professional to manage daily customer inquiries worldwide, handle orders, and keep customers informed about order changes. You will own the returns and exchanges flow and coordinate with warehouses to ensure smooth processing of all orders.

You’ll work closely with stores across countries to align online and in-store experiences. Strong Dutch and English writing and speaking skills are essential, with a startup mindset and a keen eye for

Qualifications

• Bachelor’s degree in communication or similar
• Fluent in Dutch and English with strong written skills
• Excellent organizational and time management abilities
• Experience with AI tools and a proactive, startup mindset

Responsabilités

• Be the day-to-day contact for our customers worldwide
• Handle questions, order issues and complaints quickly and on-brand
• Update customers on recent developments & changes regarding their orders
• Own our returns and exchanges platform end to end
• Be the main contact of our warehouse to ensure smooth processing of all orders
• Be the go-to for our stores across countries to ensure a consistent online and in-store experience
• Spot patterns in what comes in, flag recurring problems and bring fixes to the operations team
• Document and share what works, so the whole team answers at the same level
• Work with daily tools: Gorgias, Shopify and Microsoft Excel

Connaissances

Communication

Writing

English

Dutch

Organization

Excel

AI savvy

Startup mindset

Brand knowledge

Multilingual advantage

Formation

Bachelor’s degree in communication or similar

Outils

Gorgias

Shopify

Microsoft Excel

Description du poste

About the job

Suspicious ships worldwide and keeps opening stores in new countries. For a lot of customers, customer service is the only person from the brand they ever speak to, and that conversation usually decides whether they order again. ;)

You run it: the inbox, the returns and exchanges, and the daily line to our warehouse and our stores. Half the job is answering people fast and well. The other half is spotting what keeps going wrong and getting it fixed at the source, so the same question stops coming back.

What you’ll be doing

• Be the day-to-day contact for our customers worldwide
• Handle questions, order issues and complaints quickly and on-brand
• Update our customers on recent developments & changes regarding their orders
• Own our returns and exchanges platform end to end
• Be the main contact of our warehouse to ensure smooth processing of all orders
• Be the go-to for our stores, a growing number of them across countries, so the experience is the same online and on the floor
• Spot patterns in what comes in, flag the recurring problems and bring concrete fixes to the operations team
• Document and share what works, so the whole team answers at the same level
• You will be working with following tools daily: Gorgias, Shopify and Microsoft Excel.

What you bring

• A bachelor’s degree in communication or similar
• Strong writing and speaking skills, because you’ll be communicating a LOT
• Fluent in Dutch and English, extra languages are a plus
• A solver's reflex: no issue left unseen, everything handled on time
• Seriously organized, you can juggle ten things at once and still know what matters first
• Comfortable in Excel, you can work a sheet without anyone holding your hand
• AI-savvy, you know how to use tools like ChatGPT in your daily work and keep looking for ways to work faster and sharper with them
• Hands‑on and energized by a start‑up environment where things shift fast
• A feel for the Suspicious Antwerp brand and the streetwear world it lives in
• You’re based in Belgium

Nice to have, no dealbreaker ;)

• Experience with Gorgias or a comparable helpdesk tool
• Hands‑on with Shopify
• Experience supporting retail stores next to an online channel
• French or another extra language
• Experience with reviews, loyalty or other retention touchpoints