Customer Service & Experience Officer

About the job

Suspicious ships worldwide and keeps opening stores in new countries. For a lot of customers, customer service is the only person from the brand they ever speak to, and that conversation usually decides whether they order again. ;)

You run it: the inbox, the returns and exchanges, and the daily line to our warehouse and our stores. Half the job is answering people fast and well. The other half is spotting what keeps going wrong and getting it fixed at the source, so the same question stops coming back.

What you'll be doing

• Be the day-to-day contact for our customers worldwide

• Handle questions, order issues and complaints quickly and on-brand

• Update our customers on recent developments & changes regarding their orders

• Own our returns and exchanges platform end to end

• Be the main contact of our warehouse to ensure smooth processing of all orders

• Be the go-to for our stores, a growing number of them across countries, so the experience is the same online and on the floor

• Spot patterns in what comes in, flag the recurring problems and bring concrete fixes to the operations team

• Document and share what works, so the whole team answers at the same level

• You will be working with following tools daily: Gorgias, Shopify and Microsoft Excel.

What you bring

• A bachelor’s degree in communication or similar

• Strong writing and speaking skills, because you'll be communicating a LOT

• Fluent in Dutch and English, extra languages are a plus

• A solver's reflex: no issue left unseen, everything handled on time

• Seriously organized, you can juggle ten things at once and still know what matters first

• Comfortable in Excel, you can work a sheet without anyone holding your hand

• AI-savvy, you know how to use tools like ChatGPT in your daily work and keep looking for ways to work faster and sharper with them

• Hands-on and energized by a start-up environment where things shift fast

• A feel for the Suspicious Antwerp brand and the streetwear world it lives in

• You’re based in Belgium

Nice to have, no dealbreaker ;)

• Experience with Gorgias or a comparable helpdesk tool

• Hands-on with Shopify

• Experience supporting retail stores next to an online channel

• French or another extra language

• Experience with reviews, loyalty or other retention touchpoints