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.

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:

• 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.