E‑Commerce Support Specialist — Growth & Personal Discount

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

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.