END CUSTOMER SERVICE ASSISTANT – ALTERNANCE (M/W)

Description du poste

We are seeking an End Customer Service Assistant to join our Customer Service department for a minimum 1-year apprenticeship at our European headquarters. Reporting to our CS Manager, your responsibilities will include: fostering customer loyalty through effective service recovery, refining internal tools for documenting customer interactions, meeting KPI goals, compiling and analyzing customer feedback from multiple communication channels, collaborating with cross-functional teams to ensure clear communication and understanding throughout the product lifecycle, and delivering exceptional experiences to end consumers.

You’ll provide Customer Service to end customers, working closely with EU Logistics, Service, Accounting, and E-comm teams:

• Demonstrate exemplary business etiquette and enthusiasm when interacting with customers and partners.
• Utilize strong problem-solving skills to devise creative solutions to customer issues, via phone, chat, social media, and email
• Collaborate closely with our Service center to ensure Nixon’s warranty policy and service processes for customers.
• Handle general customer enquiries with an excellent level of service
• Provide assistance to end consumers with sales order support and maintain accurate records of D2C orderbook 
• Communicate products & parts availability and prices to end customers.
• Ensure compliance with Nixon’s Return Policy and Procedure through effective communication and enforcement. 
• Work closely with the Operations team to monitor daily D2C order flow
• Assist the E-commerce / Marketing Department (with website issues, quick assistance, translations…)
• Support the Accounting team with end customer refunds and payments

Profil requis

• With excellent interpersonal skills, you possess a strong understanding of business and communication principles.
• You are recognized for your dedication and ability to integrate seamlessly into a young and dynamic team.
• You speak French and English fluently, and are familiar with Spanish or German (other languages are also welcome for discussion).
• You have good knowledge of customer service recovery methods and techniques, as well as customer communication practices.
• Experience with CRM tools, such as Freshworks, and proficiency in Microsoft Office (especially Excel), is advantageous.
• Demonstrating a keen eye for detail and strong organizational abilities, you excel at managing multiple projects simultaneously.
• You have the capacity to assess workloads and prioritize tasks based on urgency.
• Previous experience in Customer Service would be highly valued.