Customer Service Advisor

il y a 4 jours

Lille, France Ankorstore Temps plein

**About us**

Ankorstore is on a mission to rewild retail

With decades of experience in retail and building marketplaces, in 2019 the Ankorstore founding team knew it was time to create a global wholesale solution - one that swings the balance in favour of independents and restores retail to its natural order

They’ve created a new ecosystem that harnesses the power of modern technology to create a mutually beneficial community that reinvents the way brands and retailers work together. As a result, wild independents can thrive.

**About Us**

At Ankorstore, we believe local independent retailers have a huge impact on the soul of the cities and villages we live in and we are convinced they can flourish if they are provided with great tools & great purchasing conditions. That is why we have built a network connecting the most authentic European brands to thousands of independent retailers. We are proud to serve every day these amazing entrepreneurs who are making our life enjoyable

**About Your Role**

This position is a 6 months Short Term Contract

As a Customer Service Advisor at Ankorstore, you will be at the heart of our marketplace experience, providing outstanding support to our community of retailers and brands across Europe. You will be the voice of Ankorstore, ensuring our users receive timely, accurate, and empathetic assistance. Your contribution will be crucial in fostering trust and loyalty among our customers, helping them succeed through every interaction.

**Your main responsibilities**:

- Assisting customers with order issues, such as damaged/missing items, refunds, etc
- Handling frustrated or emotional customers with empathy and kindness
- Timely and efficient problem-solving, with clear and concise communications
- Liaising with internal and external stakeholders to support customer issues, such as the Logistics and Payments departments, shipping carriers etc
- Utilising our tools to resolve customer queries: Salesforce, Aircall, Mayday, DUST AI, Slack
- Escalating complex topics to Senior Advisors and/or Team Leaders
- Participating in training and update meetings to stay informed of product and process changes

**Your profile**:

- Experience in a customer-facing role, whether in a corporate, retail, or hospitality setting
- Professional proficiency in **both French and English is an absolute requirement** (strong written and spoken level of Spanish, German, or Italian is a plus)
- Passionate about independent retail
- A fast learner who thrives in a fast-paced, multi-cultural environment
- Able to learn quickly and succeed in a dynamic, multicultural environment.
- Adaptable and comfortable with strategy changes and updates, which can be frequent due to our start-up nature
- Good written and verbal communication skills
- Empathetic towards customers who may be frustrated or emotional
- Motivated, proactive, and interested in collaborating with other departments
- Active listening and reading skills
- Basic understanding of business basics eg, VAT, B2B/wholesale
- Tech-oriented, comfortable using a computer (experience with MacBook and basic knowledge of Excel are both beneficial)

**Location: Lille**

Ankorstore is proud to be an equal opportunity workplace dedicated to promoting diversity. We don’t discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

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