Customer Care Representative

 

Clio Goldbrenner, a Belgian brand specialised in leather handbags since 2011, is a growing and dynamic premium fashion accessory company. The company has activities in wholesale, retail (1 own flagship store & pop-up stores) and e-commerce.
The team at CLIO GOLDBRENNER is looking for a Customer Service Representative to join.

You play an important role in building and maintaining an exceptional B2C customer experience and relationship by acting as a brand ambassador and central customer care contact person. You require excellent organizational, administrative and communication skills, together with an ability to deliver high standards of customer service. The ideal candidate will be self-motivated with a customer friendly, upbeat and solution-oriented personality. 

 

WHAT WE ARE LOOKING FOR:

  • Regardless of your background, you are customer focused and passionate about delivering excellent customer service
  • Fluent in Dutch, French & English (writing and speaking) 
  • Strong communication at all times, you find the right words in every situation and deliver them in a positive manner
  • Establish strong and effective cross-functional relationships (Buying, eCommerce, Warehouse) and follow up with relevant teams for issue resolution.
  • Being a brand ambassador, you will make sure customers’ requests and complaints are always your priority by providing a luxury service & experience to them. 
  • You will make sure all flows related to our B2C customers give them the best experience starting from their first visit till the delivery at home or after if needed.
  • you will constantly analyze, review and improve the experience we are giving to our customers`
  • You’re open for innovation & can take the lead on new projects to improve the services & experiences

 

RESPONSABILITIES:

  • Customer satisfaction: maintaining a positive, empathetic, and professional attitude towards customers at all times. Responding promptly to customer inquiries 
  • Webshop order administration: follow-up of all B2C orders through different platforms (Shopify, Sendcloud and ERP system) 
  • Communicating with customers through various touchpoints. Acknowledging and resolving customer complaints
  • Ensure the good processing of orders, forms, applications, and requests. Communicating and coordinating with colleagues as necessary.
  • Keeping records of customer interactions, transactions, comments, and complaints.
  • Providing feedback on the efficiency of the customer service process.
  • Ensure customer satisfaction and provide professional customer support.
  • Ensure the good follow up of the repairs service and extra services (box) for the B2C customers. 
  • Report to product manager about product feedback.
  • Prepare a detailed reporting about incoming repairs, webshop returns and general customer behavior & come up with sollutions
  • Inventory management of different stock locations
  • Logistics management of webshop orders and repair shipments
  • Coordination: collaboration with other departments in order to be up to date with all important customer related information (marketing, logistics, finance and accounting).
  • Work in close collaboration with our warehouse
  • Take the lead on customer experience projects

 

QUALIFICATIONS: 

  • Strong commercial mindset
  • Strong administration skills
  • Good knowledge of Microsoft programs
  • Excellent knowledge of languages: Dutch, French and English
  • Flexible and highly collaborative
  • Strong communication skills
  • Ability to work independently, prioritize responsibilities, and multitask with an appropriate level of urgency
  • Ability to manage workflow and meet deadlines
  • Problem analysis and problem-solving

 

WHAT WE OFFER

  • You will join a company in full expansion, where there is room for initiatives in a nice working environment
  • A dynamic & enthusiastic team, driven by passion for our brands and products
  • A salary packet in line

 

Please send your CV & motivation letter to marie.mys@cliogoldbrenner.com


Contact: Marie Mys