About this role
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- Helmond - Headquarters
- Onsite Customer Service Representative We usually respond within a week As Customer Service Representative (E-commerce) you are responsible for the daily handling of customer enquiries and requests via phone, email and social media. The role focuses on providing timely, accurate and professional support, advising customers throughout their shopping journey. You work in Vlisco's e-commerce team of five people and are responsible for assisting our customers of both Vlisco and Vlisco Dialogues.
KEY RESPONSIBILITIES
Customer Service - Vlisco & Vlisco Dialogues
- First point of contact for customer enquiries via phone, email and social media, ensuring timely, accurate and professional responses within agreed service standards;
- Advise and support customers throughout their shopping journey by providing clear, relevant and helpful information about Vlisco products, orders and purchases;
- Monitor customer service channels, handle incoming questions and requests, and ensure proper follow-up and resolution;
- Support customers in a professional and customer-focused manner, involving the Customer Service Specialist when more complex or sensitive matters arise;
- Keep customer interactions up to date and contribute to improving FAQs, email templates and other customer service documentation.
Post-Purchase Process Handling - Support the daily handling of orders, returns and refunds in accordance with company policies and procedures; - Assist with payment checks and basic fraud screening, ensuring potential issues are identified and addressed promptly; - Coordinate with logistics, finance and warehouse partners to resolve customer issues and ensure smooth order fulfilment; - Monitor outstanding post-purchase requests and ensure accurate and timely follow-up, contributing to customer satisfaction. Department Support - Work closely with th...