Join us and be a driving force in shaping the future of sustainable fashion! ?? ?? About us At Goodfashion Group, #sustainability and fair working conditions are at the core of everything we do. From our suppliers to our employees and customers, we are committed to ethical and responsible practices.
Since starting with Stapf in 2017 we have mastered the art of developing high-quality products using sustainable and natural raw materials. Our group encompasses four fashion brands, along with a multi-brand retail store that curates the best in sustainable fashion. Our brands are Kings of Indigo, Stapf, Felicitas and HANS.
About the CSR Position The Customer Service Representative is a junior position level that will be responsible for ensuring quality to the customer support, reviewing orders, exchanges, returns, and issue resolution for our 3 brands. Additionally, will collaborate with internal teams to optimize processes, monitor service performance metrics, and suggest improvements to enhance the customer experience. This role requires good communication skills, organization, and proactivity to maintain high customer satisfaction levels for the brand.
This is a remote job that will be part of our Portugal team.
Main responsibilities Customer service via e-mail, phone, chat/ whatsapp, website forms and social media, ensuring agile and efficient support.Monitoring orders, returns and refunds, ensuring customer satisfaction according to the SLA of each issue, managing the returns in the system.Analysing and resolving problems related to deliveries, payments and product quality, communicating among different areas and team members.Support for internal areas, such as logistics and e-commerce, to ensure compliance with deadlines and quality of service.Develop detailed reports containing essential information on the area and monitor KPIs and their progress.Development of customer service materials to optimise the customer experience. ?? We expect Bachelor degree or studying for the last year of Social Communication, Psychology, CX, Fashion Design, Administration, Commercial Management or related areas;Previous experience of at least 2-3 years in customer service, preferably in the fashion or e-commerce sector;Ability to solve problems and deal with challenging situations with empathy;Excellent communication and presentation skills;Fluency in written and spoken English and German languages (mandatory). Win with us ???
We offer:
Attractive salary and benefits package;Special discount in our brands;Career plan - grow with us!