Customer Service Specialist

American Eagle Outfitters Inc.; Amsterdam; On-site; EUR 32,000 - 40,000; Full time

Job summary

American Eagle Outfitters, Inc. in Amsterdam is seeking a Customer Service Specialist to handle inquiries via email, chat, and social media, and to ensure a seamless shopping experience for our European customers.

You will work closely with operations and report to the E-commerce Manager, resolving issues, managing orders/returns, and contributing to process improvements across teams. Fluency in English is required; additional languages are a plus.

Qualifications

• 1–3 years in a customer-facing role in retail or fashion.
• Experience with Shopify and Gorgias.
• Fluent in English; Dutch/German/French a plus.

Responsibilities

• Respond to customer inquiries via email, chat, and social media promptly.
• Resolve customer issues maintaining high service standards.
• Manage orders and returns in Shopify and Gorgias.
• Proactively improve the customer experience.
• Share customer feedback to improve offerings.
• Maintain records and assist reporting.

Skills

Customer service

Communication

Multilingual

Social media support

Collaboration

Tools

Shopify

Gorgias

Job description

American Eagle is the global leading denim brand. Our aim is to be the world’s number 1 denim brand. As we continue to grow, we are looking for a dedicated and proactive Customer Service Specialist to join our expanding team in Amsterdam.

Working closely with operations and reporting directly to the E-commerce Manager, you will manage customer inquiries, resolve issues, and ensure a seamless experience for our European customer base. This is a fantastic opportunity to contribute to a global brand and make a real impact on the customer experience.

Tasks

Objectives of this role:

• Drive a seamless customer experience that creates positive sentiment for our brands.
• Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.
• Maintain accurate records of customer interactions and steps taken to resolve issues.

Key Responsibilities:

• Manage customer conversations and respond to customer inquiries via email, chat, and social media promptly and professionally.
• Resolve customer issues efficiently, maintaining high standards of service.
• Manage orders, returns, and customer requests using Shopify and Gorgias.
• Proactively take steps to enhance the customer experience.
• Share relevant customer feedback to help us improve our offerings.
• Evaluate our customer support processes, devise improvements, measure results, and iterate.
• Maintain accurate records and assist with reporting as needed.

Requirements

Requirements:

• 1–3 years of experience in customer-facing role, preferably in retail or fashion.
• Experience with Shopify and Gorgias.
• Strong written and verbal communication and problem-solving skills.
• Ability to handle high volumes of customer inquiries with professionalism.
• Friendly and empathetic demeanor.
• Ability to respond to customer questions using social media.
• Ability to collaborate across departments and teams.
• Ability to communicate in more than one language - Fluent in English; additional languages such as Dutch, German, or French are a plus.