Job Level
Mid-LevelSenior
About the role
- Provide outstanding support to our community of retailers and brands across Europe as the voice of Ankorstore
- Supporting brands and retailers with their questions and queries via email, phone, and live chat
- Assisting customers with order issues, such as damaged/missing items, refunds, etc
- Handling frustrated or emotional customers with empathy and kindness
- Timely and efficient problem-solving, with clear and concise communications
- Liaising with internal and external stakeholders to support customer issues, such as the Logistics and Payments departments, shipping carriers
- Utilising our tools to resolve customer queries: Salesforce, Aircall, Mayday, DUST AI, Slack
- Escalating complex topics to Senior Advisors and/or Team Leaders
- Participating in training and update meetings to stay informed of product and process changes
Requirements
- Experience in a customer-facing role, whether in a corporate, retail, or hospitality setting
- In particular, applicants with experience in a retail shop (especially independent retailers or brands) are invited to apply
- Professional proficiency in both French and English is an absolute requirement
- Strong written and spoken level of Spanish, German, or Italian is a plus
- Passionate about independent retail
- A fast learner who thrives in a fast-paced, multi-cultural environment
- Able to learn quickly and succeed in a dynamic, multicultural environment
- Adaptable and comfortable with strategy changes and updates
- Good written and verbal communication skills
- Empathetic towards customers who may be frustrated or emotional
- Motivated, proactive, and interested in collaborating with other departments
- Active listening and reading skills
- Basic understanding of business basics eg, VAT, B2B/wholesale
- Tech-oriented, comfortable using a computer (experience with MacBook and basic knowledge of Excel are both beneficial)