E-COMMERCE CUSTOMER SERVICE REPRESENTATIVE

Love Stories; Amsterdam; On-site; EUR 29,000 - 38,000; Full time

Benefits offered by this job

Personal discount

Fast-paced team environment

Job summary

Love Stories in Amsterdam is seeking an E-Commerce Customer Service Representative to be the first point of contact for our online customers across email, live chat, WhatsApp and phone. You will resolve order-related questions and process returns, while collaborating with logistics partners to resolve fulfilment issues.

You will need strong English and Dutch language skills, a problem-solving mindset, and experience with Shopify.

Qualifications

• 1+ years in customer service, ideally in digital fashion, retail or e-commerce.
• Hands-on experience with Shopify.
• Fluency in English and Dutch, written and spoken.
• A problem-solving, solution-focused mindset.
• A good understanding of order fulfilment systems.
• The ability to spot issues and react quickly.
• Openness to occasionally working weekends or extra hours during busy periods.

Responsibilities

• Being a first point of contact for our E-Commerce customers across email, live chat, WhatsApp and phone.
• Resolving day-to-day order-related questions and issues, and escalating complex or unresolved cases to the E-Commerce Customer Service Lead.
• Processing returns and refunds.
• Supporting investigations with our logistics partners and carriers to resolve fulfilment-related issues.
• Spotting patterns in what customers are asking or running into, and sharing them with the team.

Skills

Customer service experience

Bilingual English Dutch

Problem-solving mindset

Issue spotting

Tools

Shopify

Gorgias

Zendesk

Job description

E-Commerce Customer Service Representative

Customers are at the centre of everything we do. Our Customer Service team makes sure every question, order and concern is handled with care, and we're looking for someone to help deliver that experience day to day. You'll be a first point of contact for our E-Commerce customers, handling day-to-day questions and issues across channels. You'll report to our E-Commerce Customer Service Lead and work closely with the wider E-Commerce team. Your responsibilities include, but are not limited to:

• Being a first point of contact for our E-Commerce customers across email, live chat, WhatsApp and phone.
• Resolving day-to-day order-related questions and issues, and escalating complex or unresolved cases to the E-Commerce Customer Service Lead.
• Processing returns and refunds.
• Supporting investigations with our logistics partners and carriers to resolve fulfilment-related issues.
• Spotting patterns in what customers are asking or running into, and sharing them with the team.

As the ideal candidate, you have:

• 1+ years in customer service, ideally in digital fashion, retail or e-commerce.
• Hands-on experience with Shopify.
• Fluency in English and Dutch, written and spoken.
• A problem-solving, solution-focused mindset.
• A good understanding of order fulfilment systems.
• The ability to spot issues and react quickly.
• Openness to occasionally working weekends or extra hours during busy periods.

It's a plus if you also have:

• Experience with a helpdesk platform such as Gorgias, Zendesk or similar tools.
• German, French or Spanish language skills.

You will be successful and happy in this role if:

• You're proactive and hands-on: you look for opportunities instead of waiting for work to come to you.
• You take ownership of your tasks and follow through without needing to be chased.
• You're eager to learn and want to grow your customer service skills.
• You bring a calm, solutions-focused approach in a role where things move quickly and priorities can shift.

What we offer in return:

• Growth: E-Commerce is one of our fastest-growing channels, and you'll work in a fast-paced environment with real ambitions for the years ahead.
• Team: You'll join a young, ambitious team that's genuinely passionate about our brand, product and customers.
• Product: Enjoy our products with your personal discount.