Customer Operations Agent

BEST SELLER; Amsterdam; On-site; EUR 26,000 - 36,000; Full time

Benefits offered by this job

Discount on brands

Health insurance option

Sports tax benefit

37 hours per week

27 holidays per year

Daily lunch in office

Travel reimbursement

OpenUp consultations

Autonomy & feedback culture

Development opportunities

Job summary

BESTSELLER in Amsterdam is seeking a Customer Service Agent to join our energetic, international team. You will assist customers via email and live support, delivering an above-and-beyond experience across multiple languages and channels to help strengthen loyalty.

You will handle inquiries, orders, refunds, claims and potential issues with our systems, maintaining accuracy and a proactive, solution-oriented mindset while collaborating closely with colleagues in a fast-paced fashion-focused

Qualifications

• Fluent in English, written and spoken.
• Excellent communication and interpersonal skills.
• Interest in fashion; avid online shopper.
• Experience in customer service or a customer-facing environment preferred.
• Proactive and solution-oriented; ownership of inquiries.
• Strong teamwork and willingness to support colleagues.
• Comfort working with multiple systems and digital tools in a fast-paced environment.
• Attention to detail handling orders, refunds, and customer information.

Responsibilities

• Communicating with customers across multiple channels (chat, email, phone)
• Investigating and resolving inquiries with internal/external stakeholders
• Learning and using Customer Service macros and scripts in English and local language(s)
• Processing and managing customer orders through various systems
• Handling customer service claims and ensuring follow-through
• Processing refunds accurately per procedures
• Recognising and reporting potential fraud
• Participating in training sessions to update knowledge and skills
• Providing ad-hoc translations of content when needed
• Being a team player and assisting colleagues as needed
• Proposing improvements to Customer Operations Supervisor

Skills

Fluent English

Excellent communication

Fashion interest

Customer service experience

Proactive mindset

Teamwork

Tech proficiency

Attention to detail

Tools

CRM software

Ticketing systems

Job description

At BESTSELLER, our Customer Service Team is fundamental to the success of our business. Via email and live support, we serve and support customers across the world in 10+ languages. We take pride in ensuring a seamless and quality-focused customer experience, constantly looking for ways to improve our services across all BESTSELLER E-Commerce brands and beyond.

As a Customer Service Agent, you will be part of our energetic and international team. You will assist and help our customers to ensure that they always receive "above and beyond" treatment. We believe excellence is not a destination but a process.

Overview of Responsibilities

• Communicating with customers across multiple channels including chat, WhatsApp, e-mail, phone and through partners
• Investigating and resolving customer inquiries by working with internal and external stakeholders and using relevant systems and tools
• Developing an in-depth knowledge of Customer Service macros and phone scripts in both English and the relevant local language(s)
• Processing and managing customer orders through various systems
• Handling customer service claims and ensuring they are followed through appropriately
• Processing refunds accurately and in line with our procedures
• Recognising and reporting potential fraudulent behavior
• Participating in meetings and training sessions to keep your knowledge and skills up-to-date
• Supporting with ad-hoc translations of customer-facing content when needed
• Being a team player and assisting colleagues when needed
• Identifying opportunities for improvement and proactively sharing suggestions with your Customer Operations Supervisor

Skills/Experience

• Fluent in English, both written and spoken. Additional languages are a plus
• Excellent communication and interpersonal skills
• Interest in fashion and you are preferably an avid online shopper
• Previous experience in customer service or a similar customer-facing environment is preferred
• A proactive and solution-oriented mindset, with the ability to take ownership of customer inquiries
• Strong teamwork skills and a willingness to support colleagues and contribute to a positive team environment
• Comfort working with different systems and digital tools in a fast-paced environment
• Good attention to detail, particularly when handling orders, refunds, claims, and customer information

Your profile

In Customer Service, we highly value a "go-getter attitude". We are constantly striving to take our customer experience to the next level, and we do that through a highly skilled team. We are innovative, process-driven and strongly focused on building and maintaining successful customer loyalty.

We put a strong emphasis on great teamwork. The right candidate will be helpful and enjoy being part of a strong and fun team where you're always ready to make an extra effort when needed. You have an optimistic mindset and can keep up the good spirit in a busy and sometimes unpredictable work environment.

This position will work in the Customer Operations team in our Amsterdam office in the Netherlands. Please note we are only looking for a full-time employee and we cannot provide sponsorship for that specific role.

What we will bring to you

• An extensive discount on all BESTSELLER brands
• The possibility to be added to our collective health insurance or an allowance of €150 gross per month
• Tax benefit to your sports membership subscription
• Work 37 hours a week
• 27 holidays per year based on a full-time workweek. Option to buy 5 additional days!
• A daily healthy lunch in the office
• Travel commute reimbursement
• Free consultations with psychologists and lifestyle coaches (OpenUp)
• A culture of trust, autonomy, and continuous feedback that contributes to a positive impact
• Plenty of opportunities for professional and personal development

About BESTSELLER E-Commerce

At BESTSELLER, we are more than 25,000 people working for over 25 fashion brands such as JACK & JONES, SELECTED, VERO MODA, ONLY, PIECES, VILA, OBJECT, MAMALICIOUS, NAME IT, NOISY MAY and Y.A.S. At BESTSELLER E-Commerce, we are an international team of 170 people from more than 40 nationalities with the purpose to drive all e-commerce functions at BESTSELLER. With our office in the heart of Amsterdam as well as locations in Poland and Denmark, we are supporting all fashion brands of the BESTSELLER family and sell online in 15 countries around the world. We work in an environment where fashion meets technology. Challenging ourselves to offer the best experience to our customers and stakeholders and to work with the latest technologies is what drives us. As a team, we value autonomy and flexibility. We thrive in a flat organisation, where everyone has the chance to grow and learn. For more information, please go to www.bestseller.com.

You will become part of the BESTSELLER family, a culture where new ideas are welcomed, and all voices are heard. We believe in entrepreneurship; this means you have the freedom to do this in the way which works for you. You get responsibility and the opportunity to develop yourself and your area from day one. We believe in flexibility and autonomy in your daily routine and working location.

At BESTSELLER, we own it. Every chance. Every challenge. Every choice. We're the global fashion company that's fast paced and family run. We're the business that built some of the strongest brands in the industry. By empowering every individual to own their journey, we've found the courage to keep getting better. To act more sustainably. To foster diversity and provide equal opportunities. To compete more confidently. And to keep challenging the status quo. Time and time again. We are BESTSELLER - and together, we own it.