Customer Service Specialist

At Vlisco, we want every customer to enjoy an outstanding online shopping experience. Your role will be to make sure their questions are answered and their issues resolved quickly and effectively — leaving them with a smile throughout their journey with our brand.

What makes this role exciting?

• You’ll be part of a small, dynamic team of 4 (3 specialists + 1 manager);

• A proactive, hands-on environment where going the extra mile is valued;

• An open culture that encourages learning and growth;

• A chance to directly shape the customer journey for an iconic brand.

KEY RESPONSIBILITIES

Customer Service

• Make sure all Customer Service channels (email, website, social media, etc.) are monitored for issues and questions that customers are experiencing;

• Understand and identify customer needs and act on them proactively;

• Oversee external call center agents, ensure they are trained, well-informed, and provide effective first-line support to customers throughout their shopping journey;

• Regularly review the quality of service delivered by the external team and provide feedback for improvements;

• Ensure and monitor that all issues are resolved in a timely manner and act as second line support to solve more complex problems;

• Analyze customer feedback and turn insights into actionable improvements for the overall customer experience;

• Create and maintain service manuals, FAQs, policies, and other supporting documents;

• Manage the Customer Service Management System to ensure it is updated and functional;

• Coordinate with internal teams (Finance, Logistics, Legal) to align on customer needs and identify improvement opportunities.

Post Purchase Process Handling

• Perform fraud checks;

• Ensure that payments are approved/disapproved in a timely manner;

• Ensure customers are well supported when they want to return items and process returns in our systems;

• Refund customers whenever they are eligible for a refund;

• Coordinate with delivery services, Vlisco's warehouse and other stakeholders.

Department Support

• Collaborate with the eCommerce team by providing support on additional tasks and projects as required to ensure smooth operations and enhance the overall customer experience.

WHAT ARE WE LOOKING FOR

• Bachelor’s degree preferred, ideally in Business Administration, Communications, or a related field;

• At least 2 years of relevant professional experience in customer service and/or e-commerce, ideally within international organizations in industries such as FMCG or fashion;

• Proficiency in English and French is required; Dutch is considered a plus;

• Strong communication skills, both written and verbal;

• Full-time availability;

• Flexible and adaptable mindset;

• Experience with customer service platforms, webshops, or E-commerce tools is an advantage.

IN RETURN WE OFFER YOU:

• Competitive salary, including a 13th month salary, 8% holiday allowance and a pension plan;

• 25 holidays + 13 ATV-days per calendar on a full-time basis;

• Travel expenses for travelling by private or public transport;

• Personal sustainable employability budget;

• We offer flexible working arrangements, including a hybrid setup (open to discussion);

• Various learning & development opportunities offered through our Vlisco Academy;

• A workplace situated in the centre of Helmond, within walking distance of Helmond station.