Customer Service Representative

About the role

We are looking for a Customer Service Representative to join our fast‑growing, multi‑brand e‑commerce team. You will provide friendly, timely support across several marketplaces and brand channels, helping customers resolve issues while identifying ways to improve our processes.

Key responsibilities

• Respond to customer inquiries via email, chat, phone, Zendesk, Amazon, TikTok Shop, Shopify, BOL and social media.
• Investigate and resolve issues following SOPs and marketplace guidelines.
• Accurately manage tickets, including labeling, macros, notes and workflow updates.
• Handle operational tasks such as replacements, refunds, invoicing and shipping label creation.
• Maintain up‑to‑date knowledge of products, brands, policies and platforms.
• Escalate complex cases with clear context and own follow‑up actions.
• Identify recurring issues, process gaps and product/listing inaccuracies.
• Share feedback to improve workflows, tools, FAQs and overall customer experience.
• Leverage AI and new technologies to increase efficiency and communication quality.

Required profile

• Previous experience in customer service, e‑commerce or a similar role.
• Excellent communication and problem‑solving abilities.
• Customer‑first mindset with a focus on empathy and efficiency.
• Willingness to work scheduled shifts within EST operating hours.

Required skills

• Zendesk
• Shopify
• Amazon Marketplace
• TikTok Shop
• BOL (Bol.com)