Customer Service Specialist

Who We Are

Joybuy is JD.com’s dedicated retail platform for Europe, offering products across a wide range of categories. Currently in the beta testing phase across the UK, Netherlands, Germany, France, Belgium and Luxembourg, we’re building the future of retail through smart systems, bold ideas, and a customer-first mindset. Backed by JD.com, also known as JINGDONG, and its trusted global technology and supply chain ecosystem, we deliver a shopping experience that is speedy, reliable, and genuinely enjoyable. If you’re ready to make a difference, bring your talent and grow with us. Don’t just buy, Joybuy.

Learn more about who we are and what we do: https://www.joybuy.co.uk/discover/about-us

What We Offer

Joining Joybuy means becoming part of a business where people, innovation, and impact work together to shape the future of cross-border e-commerce. You’ll contribute to smart supply chains, efficient logistics, and meaningful projects that drive real customer value. With a competitive salary, great office locations, and a supportive, people-first culture, you’ll have the space to grow your career, learn from talented colleagues, and make a genuine impact in a fast-expanding international business.

About The Team

You’ll be joining the Joybuy team, which values collaboration, ownership, and a commitment to delivering high-quality results in a fast-paced, dynamic environment.

Over de functie:

• Beantwoord vragen van Joybuy-klanten vóór en na de aankoop via verschillende kanalen.
• Houd klantinteracties bij en verstrek accurate, geldige en complete informatie met behulp van de juiste methoden/tools.
• Behandel klachten van klanten, bied passende oplossingen en alternatieven binnen de gestelde termijnen en volg de klachten op om een oplossing te garanderen.Identificeer en beoordeel de behoeften van klanten om klanttevredenheid te bereiken.
• Volg de communicatieprocedures, richtlijnen en het beleid.
• Kanalen: telefoongesprekken, e-mail en chats.

Werktijden: 9.00 - 20.00 uur; werken in ploegendienst: 9.00 - 18.00 uur / 11.00 - 20.00 uur. Werken in ploegendienst is vereist tijdens weekenden en feestdagen. De ploegendienst wordt ongeveer een maand van tevoren bekendgemaakt. Dit is een functie op locatie en je werkt 5 dagen per week op kantoor in Rotterdam.

Vereisten:

• Nederlands als moedertaal of minimaal C1+
• Vloeiende beheersing van de Engelse taal (luisteren, spreken, lezen en schrijven)
• Sterke vaardigheden in het afhandelen van telefoongesprekken en actief luisteren
• Ervaring met Live-chat is een pré
• Bekend met Office-software
• Klantgerichtheid en het vermogen om zich aan te passen aan verschillende persoonlijkheden
• Vermogen om te multitasken, prioriteiten te stellen en effectief met tijd om te gaan
• Minimaal MBO werk-denk niveau

About the role:

• Solve Joybuy customers’ pre-sale and after-sale questions through different channels.
• Keep records of customer interactions, provide accurate, valid and complete information by using the right methods/tools
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution. Identify and assess customers’ needs to achieve satisfaction
• Follow communication procedures, guidelines and policies
• Channels: will be handling calls, email, chats

Operation hours:  9AM – 8PM; working in shift: – 9am to 6pm / 11am to 8pm. Required to work during weekends and public holiday in shifts. Shift will be given around 1 month before. This is an onsite role and you will work 5 days in the office in Rotterdam

Qualifications:

• Dutch speaker native or minimum C1+
• Fluent listening, speaking, reading and writing skills in English
• Strong phone contact handling skills and active listening
• Experience with live chats is a plus
• Proficient in the use of Office software
• Customer orientation and ability to adapt/respond to different types of characters
• Ability to multitask, prioritize, and manage time effectively
• Minimum MBO work and thinking level

At Joybuy, we’re committed to building a diverse and inclusive workplace where everyone can thrive. We’re proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, age, veteran status, or any other protected characteristic.

Ready to apply?

Take the next step in your career, apply now and explore the opportunities we have to offer.