Customer Service Agent for DTC brand

We are a rapidly growing European e-commerce brand specializing in innovative and stylish home accessories that make life easier and homes more beautiful. With a growing customer base across multiple countries, We are looking for a Customer Service Agent who goes beyond simply responding to inquiries ?

We need more than just someone who responds to emails — we’re looking for a proactive problem-solver who understands that every message is an opportunity to either win lifelong loyalty or lose trust forever.

Key Responsibilities

- Manage incoming customer inquiries across email and social platforms with empathy, precision, and a problem-solving mindset.
- Quickly understand the real pain point behind each message — customers often mention one issue, but the real frustration lies deeper.
- Offer proactive solutions — whether that’s practical tips, product advice, discounts, replacements, or clear guidance.
- Manage the returns process from A to Z, ensuring it’s smooth, fast, and frustration-free.
- Collaborate with the product and logistics teams to identify repeating issues and suggest internal improvements.


What You Need to Succeed
? Fluent in English, with strong translating skills to Dutch and German — you’ll be translating and handling messages in all three languages.
? Excellent writing skills — you know how to communicate clearly, professionally, and with a personal touch.
? Proven experience in e-commerce customer service, ideally with Gorgias, Truspilot and towards Dutch/German/US customers.
? A hands-on problem solver — you don’t just reply to questions, you actively look for solutions.
? Empathetic by nature — you recognize that frustration often comes from confusion, and you enjoy turning a negative situation into a positive brand moment.
? Sharp attention to detail — you catch every nuance and understand that great service means following up and closing the loop every single time.
? Able to work with targets, KPI's and improve pro-actively.

What We Offer
? Remote work — flexible location, as long as you work within CET business hours.
? A real voice — you won’t just follow scripts, you’ll actively help shape our service strategy.
? Direct impact — you’ll see how your work influences customer satisfaction in real-time.
? Competitive salary + performance-based bonus.
? A supportive, ambitious team that’s building something exciting in the home & living space.

How to Apply

If you’re ready to transform customer service into a brand-building powerhouse, we want to meet you.
Send us your CV and a short message answering these 3 questions:

?Why does this role excite you?
?Share an example of a great customer experience you personally created.
?How would you respond to a customer who says: “This product doesn’t work at all, I want a refund immediately!”

REACH OUT TO : ----------