Customer Service Representative

As Customer Service Representative (E-commerce) you are responsible for the daily handling of customer enquiries and requests via phone, email and social media. The role focuses on providing timely, accurate and professional support, advising customers throughout their shopping journey.

You work in Vlisco’s e-commerce team of five people and are responsible for assisting our customers of both Vlisco and Vlisco Dialogues.

KEY RESPONSIBILITIES

Customer Service – Vlisco & Vlisco Dialogues

• First point of contact for customer enquiries via phone, email and social media, ensuring timely, accurate and professional responses within agreed service standards;
• Advise and support customers throughout their shopping journey by providing clear, relevant and helpful information about Vlisco products, orders and purchases;
• Monitor customer service channels, handle incoming questions and requests, and ensure proper follow-up and resolution;
• Support customers in a professional and customer-focused manner, involving the Customer Service Specialist when more complex or sensitive matters arise;
• Keep customer interactions up to date and contribute to improving FAQs, email templates and other customer service documentation.

Post-Purchase Process Handling

• Support the daily handling of orders, returns and refunds in accordance with company policies and procedures;
• Assist with payment checks and basic fraud screening, ensuring potential issues are identified and addressed promptly;
• Coordinate with logistics, finance and warehouse partners to resolve customer issues and ensure smooth order fulfilment;
• Monitor outstanding post-purchase requests and ensure accurate and timely follow-up, contributing to customer satisfaction.

Department Support

• Work closely with the Customer Service Specialist on daily operations, customer cases and escalations;
• Collaborate with the eCommerce team on daily activities, internal work requests and additional projects, ensuring effective communication and follow-up;
• Contribute proactively to the continuous improvement of customer service processes and the overall online customer experience.

QUALIFICATIONS

• Bachelor's degree level of working and thinking;
• A minimum of 1 year of professional experience in customer service and/or e-commerce, preferably within an international fashion or retail organisation;
• Strong verbal and written communication skills;
• Excellent command of French and English. Dutch is a plus;
• Customer-oriented, proactive and effectively prioritises work in a fast-paced environment
• Interest in digital tools and technology, with the ability to quickly learn and adapt to new systems and AI-powered solutions, and ways of working.

IN RETURN WE OFFER YOU

• You will receive a 13th-month salary, 8% holiday allowance, profit bonus, and a pension scheme to which Vlisco contributes two-thirds of the premium.
• Enjoy 25 vacation days and 13 additional ATV days per calendar year (based on full-time employment), helping you maintain a healthy balance and stay energized.
• You will receive €0.23 per kilometer (from 5 km one-way) or full reimbursement of second-class public transport, ensuring a comfortable and worry-free commute to your creative workplace.
• You will receive a personal wellbeing budget of €500 net per year (pro rata) — freely spendable on sports, coaching, wellness treatments, or other activities that support your energy and balance. This helps you stay focused, resilient, and creatively inspired.
• At Vlisco, you’ll have the opportunity to grow — both professionally and personally. Discover where your strengths lie, develop new skills, and continue refining your craft to bring out the best in yourself.
• Our location in the heart of Helmond is within walking distance of the train station, making your commute quick and easy.
• Enjoy a varied daily lunch in our company restaurant. And in the welcoming Wax Café, a free coffee or a small treat is always waiting for you — the perfect way to start your day with energy and inspiration.
• Depending on your role, you will have the flexibility to work in a way that supports a healthy work–life balance, helping you stay energized, focused, and passionate about your work.
• At Vlisco, we celebrate success with the same energy we bring to our work. From competitive padel matches and lively pub quizzes to our annual Christmas celebration and team outings, our Activities Committee organizes colorful and inspiring events throughout the year — making work and fun go hand in hand.