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Customer care agent

Nayan creates and manages the official online retail stores for global brands. We are uniquely differentiated in our approach to eCommerce that seamlessly blends eCommerce platforms with digital marketing, order fulfilment and customer care. We see significant demand for our services in the market and are putting in place the right organization to successfully scale our business. The recruitment of a CUSTOMER CARE AGENT is a further step towards transforming Nayan into a customer centered approach. You will be the first point of contact for all our customers across Europe though phone and email.


Job overview

  • Provide exceptional customer service by responding to all inbound calls, voicemails and emails
  • Proactively seek answers for customer questions and concerns
  • Assist new and existing customers with website navigation, product questions, payment issues, shipping options, and delivery questions
  • Resolve customer inquiries in an effective and efficient manner
  • Accurate order entry for individual and corporate clients
  • Report and track key customer care metrics

Daily tasks include:

  • Pre-sales:
    • Handle phone and email requests
    • Process new orders coming in via order management systems
  • Support on-going order (pre-delivery):
    • Respond to customers’ requests for information related to orders
    • Check orders for potential fraud and follow-up
    • Resolve transit issues
  • Post delivery:
    • Manage and process returns
    • Support Finance Team with refund management

Reports to

Head of customer care


Responsibilities

  • Enjoys a challenge and learning new systems, programs and products
  • Desires work in a fast paced, high volume, changing environment
  • Is an active listener who can show empathy, patience, and problem-solving in a non-scripted environment
  • Is passionate about learning and strives to gain new knowledge about product and service changes
  • Multi-tasks with ability to prioritize multiple tasks.
  • Has excellent data entry skills and the ability to utilize multiple applications to look up and process orders
  • Is detail oriented

Qualifications

  • Bachelor or Master or equivalent through work experience
  • Fluent in the requested language(s) : FR, DE, EN and NL. SE , IT and/or ES are a plus
  • Exceptional customer service and interpersonal phone etiquette skills
  • Understanding of call center performance
  • Warm, friendly, and helpful personality
  • A team player

What we offer

  • An exciting environment, working with global brands in a dynamic B2C context and with a diverse team
  • On the job and ongoing learning opportunities
  • An informal company culture where you can truly make a difference
  • An attractive salary
  • Meal vouchers

Interested?

Do not hesitate to contact us at jobs@nayan.be

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