Customer Service Representative (Dutch & English) - Fully Remote (WFH)

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Requirements:

• High English proficiency.
• Native or near-native fluency in Dutch and French.
• Excellent written communication skills.
• Customer support experience, including complaint resolution.
• Proficient with MS Office Suite, Google Docs, or similar applications.
• Familiar with video conferencing tools like Zoom, MS Teams, or Google Meet.
• Experience with customer support systems like Freshdesk, Intercom, Kayako, or Zendesk.
• Previous experience with social media management tools or management of social media profiles is a plus.
• Basic online marketing and e-commerce knowledge.

Responsibilities:

• Manage customer queries via email and support tickets.
• Moderate social media comments for a positive, professional online presence.
• Resolve order-related problems, including returns, refunds, replacements, and disputes.
• Address complaints on platforms such as Amazon, Klarna, and PayPal.
• Monitor shipping performance and other key metrics.
• Organize and maintain support policies and procedures.
• Liaise with external partners like fulfillment centers, vendors, and third-party services.
• Work closely with other team members.