Customer Support Specialist

Working At CLUSE

Join the #CLUSEclub and become part of one of Europe's coolest watch and lifestyle brands! CLUSE started in the Netherlands in 2013, and now we are active in over 20 countries with over 4,500 points of sale. CLUSE is young and dynamic with an enthusiastic, international team, therefore English is our go-to language for communication. We are down-to-earth and have an open and informal culture where we like to enjoy and celebrate important moments together!

What The Role Is About

As a Customer Support Specialist, you will be one of the key points of contact for our customers (B2C and B2B). You will provide support, answer questions when the customer needs help with an order and resolve issues to ensure a smooth and positive experience from start to finish. That's the daily business. You do this primarily by email and to a lesser extent by phone (and don't worry – no evenings and weekend shifts!).

During peak times like sales period (Summer sale, Flash sale, Black Friday, and Christmas), things can get a bit hectic, but that's when you rise and shine! Not only within the Customer Support team, but the entire CLUSE office is ready to turn the busy seasons into a rewarding, fast-paced and fun time.

But this role is much more than just ticking off tickets. You will also be involved in product launch briefings, sharing customer feedback with other departments, and helping us continuously improve the way we work. In between busy periods, it's the perfect time to improve and fine-tune our processes and analyse data, but also working on side projects with other departments.

If you have a positive attitude, a hands-on approach and genuinely enjoy helping others, then you are exactly who we are looking for! With your supportive mindset, you will ensure every CLUSE customer receives the great service they deserve.

Responsibilities

• Respond to and resolve B2B and B2C customer inquiries via email and phone calls;
• Track and manage orders, returns, and chargebacks in a timely and accurate manner;
• Handle repairs for both B2C and B2B customers in our ERP system (Netsuite);
• Support B2B customers and distributors with product-related issues, including repairs, spare parts, and credit memo requests;
• Share customer insights and collaborate closely with different departments to resolve customer issues efficiently to boost our service level;
• Keep internal tools and documentation (e.g. canned responses, process guides) up to date and aligned with brand standards;
• Report to the Customer Support Manager about your daily tasks and ideas to improve customer service.