Customer Experience Specialist

Requirements:

Previous experience in customer service, ideally in e-commerce.

Strong communication skills, empathy and patience.

Passionate about creating smooth, enjoyable shopping experiences and ensuring customer satisfaction.

Digital skills (MS Office, chat tools)

Solution-oriented mindset with attention to detail.

Ability to multitask and stay organized in a fast-paced environment.

University studies.

Fluency in English.

Customer Support and Experience:

Respond promptly to customer inquiries via email, chat, phone.

Communicate with customers about orders, delivery updates, promotions, products swap if needed etc

Monitor reviews, ensuring efficient timely responses.

Handle returns, complaints, refunds and delivery-related issues.

Ensure empathetic, consistent and solution-oriented communication.

Help create and maintain FAQs, guides and service resources.

Reporting trends from customer interactions (FAQs, common - frequently – recurring issues)

Operational/Administrative Support:

Update web shop product information (descriptions, stock, images).

Track and report KPIs, such as response times, customer satisfaction and complaint resolution.

Support order management and coordinate with logistics.

Assist with online campaigns.

Fressnapf is the European leader in pet products, and since 2022 we have also been present on the Romanian market, where we currently operate over 30 physical stores across the country.

We are very excited to be launching our first online store in Romania later this year, having established a solid market presence, and we are looking for someone to help us implement this project.

We want to be more than just a supplier—we want to be a trusted partner for all animal lovers. Happier Pets- happier people.