Summer Student - Customer Support

About the role:

we’re looking for an enthusiastic student to support our Customer Success Team this summer (July and first part of August). In this role, you will play an essential part in our customer service by supporting customers who make purchases on our websites and marketplaces (BtoB/ Btoc)

Job Description:

As a Customer Success Student, you will handle incoming customer support tickets. You will respond to inquiries, resolve issues, and ensure customers have a seamless and positive experience with us. As the first point of contact for our customers, you will collaborate closely with other departments to guarantee efficient and customer-focused service.

Responsibilities:

• Respond to and process customer support tickets via our ticketing system within agreed SLA times
• Advise customers on products, orders, deliveries, and return procedures
• Resolve issues and respond to inquiries and complaints in a timely and customer-friendly manner
• Collaborate with internal teams (such as logistics, product management, and marketing) to effectively address customer issues
• Identify recurring issues and suggest process improvements
• Stay updated on product information and company procedures to support customers effectively
• Actively contribute to customer satisfaction by delivering an excellent customer experience

Required Skills and Competencies:

1. Customer Focus:

• Strong dedication to customer satisfaction and empathy for customer needs
• Patient and respectful in dealing with customers, even in challenging situations

2. Communication Skills:

• Excellent verbal and written communication skills in French, English and Dutch (additional languages are a plus)
• Ability to convey complex information clearly and in a friendly manner

3. Problem-Solving Abilities:

• Creative and solution-oriented approach to handling questions and complaints
• Ability to prioritize effectively and make independent decisions in resolving customer issues

4. Stress Resistance and Flexibility:

• Maintains composure and professionalism under pressure, able to handle multiple inquiries simultaneously
• Flexible availability, willing to do additional administration tasks if needed and back up for the other team members of the CST team.

5. Technical Skills:

• Experience with e-commerce systems and customer-facing tools (such as ticketing systems, CRM software) is a plus, but not needed.
• Tech-savvy and able to quickly learn new systems and processes

What We Offer:

• A challenging role and experience in a dynamic and growing company
• Flexible working hours and the option to work partially from home

 

In this role, customer focus, problem-solving, and stress management , time-management and management of priorities are essential. A friendly and patient attitude, along with the ability to quickly process information, are key traits for success in a role that involves extensive customer contact.