Customer Service Specialist

Job Description:

American Eagle is the global leading denim brand. Our aim is to be the world’s number 1 denim brand. As we continue to grow, we are looking for a dedicated and proactive Customer Service Specialist to join our expanding team in Amsterdam.

Working closely with operations and reporting directly to the E-commerce Manager, you will manage customer inquiries, resolve issues, and ensure a seamless experience for our European customer base. This is a fantastic opportunity to contribute to a global brand and make a real impact on the customer experience.

Tasks

Objectives of this role:

- Drive a seamless customer experience that creates positive sentiment for our brands.

- Develop in-depth knowledge of our offerings and provide informative support and tailored recommendations to customers.

- Maintain accurate records of customer interactions and steps taken to resolve issues.

Key Responsibilities:

- Manage customer conversations and respond to customer inquiries via email, chat, and social media promptly and professionally.

- Resolve customer issues efficiently, maintaining high standards of service.

- Manage orders, returns, and customer requests using Shopify and Gorgias.

- Proactively take steps to enhance the customer experience.

- Share relevant customer feedback to help us improve our offerings.

- Evaluate our customer support processes, devise improvements, measure results, and iterate.

- Maintain accurate records and assist with reporting as needed.

Requirements

Requirements:

- 1–3 years of experience in customer-facing role, preferably in retail or fashion.

- Experience with Shopify and Gorgias.

- Strong written and verbal communication and problem-solving skills.

- Ability to handle high volumes of customer inquiries with professionalism.

- Friendly and empathetic demeanor.

- Ability to respond to customer questions using social media.

- Ability to collaborate across departments and teams.

- Ability to communicate in more than one language - Fluent in English; additional languages such as Dutch, German, or French are a plus.

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