Customer Care Representative (French speaking)

Do you want to be part of one of the most exciting watch and lifestyle brands in Europe? CLUSE started in the Netherlands in 2013 and is now active in more than 20 countries with over 2,000 points of sale worldwide. We are a young and dynamic company (average age of 30) with an enthusiastic, international team. Our culture is open and informal and since we have more than 10 different nationalities, English is our go-to language! 

What the role is about
The exciting holiday season is closer than you think, with Black Friday, Cyber Monday and Christmas awaiting us. To maintain our exceptional service, our Customer Care team is looking for a Customer Care Representative to keep up our good service! You are someone who thrives on helping others and goes the extra mile to provide exceptional support. As quality-focused Customer Care Representative you will handle and resolve inquiries from our B2C and B2B customers, including product-related queries, delivery issues, and shipment concerns. You do this primarily by email and chat, and to a lesser extent by phone, while helping maintain and optimize our ticketing platform (Gorgias). Thanks to your positive attitude and problem-solving skills, you ensure all our customers receive a high-level service. 

Join our dynamic Customer Care Team and collaborate closely with your fun and international colleagues from Sales Support, E-commerce and Logistics. Are you the service-oriented CLUSE ambassador we are looking for?

• Effectively handle and resolve customer inquiries via email; 
• Provide accurate, valid and complete information by using the right methods/tools; 
• Act as a point of contact for our French retailers and repair centers; 
• Process replacement orders and refunds in our ERP system (Netsuite);  
• Help maintain our ticketing platform, take part in updating the knowledge sources used by our AI agent, checking that replies match our processes and tone of voice; 
• Contribute to the improvement of our service level and after sales processes by identifying issues and keeping manuals up to date; 
• Collaborate with other teams like Logistics and Sales Support to share knowledge and best practices; 

Requirements

• Experience in a service-related role is preferred;
• Excellent written and verbal communication skills in English and French; 
• Outstanding problem-solving abilities and a positive mindset; 
• Enjoy working both independently and as part of a small team; 
• Customer and quality focused with a strong sense of responsibility; 
• Ability to multi-task, prioritize, and time management skills. 

• We offer a salary in line with industry standards; 
• 25 holidays per year on a full-time basis (40 hours); 
• 8% holiday allowance and pension scheme; 
• Travel allowance if you live more than 10 km from the office; 
• Employee discount on CLUSE products and a CLUSE product of your choice as a welcome gift; 
• Company laptop and phone; 
• An office with a beautiful view over the Houthavens; 
• Flexible work-from-home policy (three days office - two days at home); 
• Fun events organized by the Social Events Team that you definitely do not want to miss! 

Curious? 
Apply now! We would love to tell you more about this role, our team and the story behind CLUSE. Hopefully we will speak with you soon! 

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