Customer Experience Specialist

2 weeks ago

Bucharest, Bucureşti, Romania Fressnapf Holding SE Full time 20,000 - 30,000 per year

Why join us-

After building a solid presence in the Romanian market with over 30 physical stores, we are taking the natural step to online.

Next up is the launch of our online store, and we are looking for someone to join us in this important step and contribute to the implementation of the project.i, -i,i,+i,-i,i,-i,fi,,,aEURi,-i,i,...i,...aEURi,-i,-i,Zi,OEaEURi,-i,^i,Si,OEaEURi,-i,Zi,OEi,Zi,OEi,-i,fi,Zi,+i,-i,EURi,-

Requirments:

  • Previous experience in customer service, ideally in e-commerce.
  • Strong communication skills, emphaty and patience.
  • Passionate about creating smooth, enjoyable shopping experiences and ensuring customer satisfaction.
  • Digital skills (MS Office, chat tools)
  • Solution-oriented mindset with attention to detail.
  • Ability to multitask and stay organized in a fast-paced environment.
  • Fluency in English.

Please apply with your CV in English. Customer Support and Experience:

  • Respond promptly to customer inquiries via email, chat, phone.
  • Communicate with customers about orders, delivery updates, promotions, products swap if needed etc
  • Monitor reviews, ensuring efficient timely responses.
  • Handle returns, complaints, refunds and delivery-related issues.
  • Ensure empathetic, consistent and solution-oriented communication.
  • Help create and maintain FAQs, guides and service resources.
  • Reporting trends from customer interactions (FAQs, common - frequently aEUR" reccuring issues)'

Operational/Administrative Support:

  • Update webshop product information (descriptions, stock, images).
  • Track and report KPIs, such as response times, customer satisfaction and complaint resolution.
  • Support order management and coordinate with logistics.
  • Assist with online campaigns.

When choosing our colleagues, we focus on customer service, a friendly approach to animals, and, of course, expertise, so that we can offer comprehensive services to customers and their pets.

We are very excited to be opening Romania's first online store later this year.

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