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Customer Service & Online Marketing – German Speaker

Dutchlabelshop.com Full-Time  Il-Belt Valletta, Malta 1 Aug 2017

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Job Description


Company profile

 

The Dutch Label Shop is an e-commerce company, which specializes in small quantity custom supplies for fabric product creators. Our clients include fashion designers, crafters, boutique shop owners and upholstery artists.

 

We started selling in the USA/Canada through Dutchlabelshop.com. As of August 2016, we are live in Europe selling in all major EU markets and with the ambition to sell across the whole of Europe and eventually the whole world. We setup a company in Malta (BOMA Ltd), which will serve as our European office for Customer Service and marketing. We are a small, but global company with a team that’s working out of Malta, USA, Netherlands, France, China, Philippines, India & Vietnam.

The two founding partners and current owners are Arjan Mastwijk and Hielke Booijink:

www.linkedin.com/in/arjan-mastwijk-038440

https://nl.linkedin.com/in/hielkebooijink

About Us

https://www.dutchlabelshop.com/us_en/about-us

 

Job Description

 

Customer Service (60%)

Responsible for handling customer inquiries for Dutch, French & English customers through phone, chat, email and social media. Provide the customer with a solution oriented customer service experience which addresses the customer issue/request and is clear, honest, positive and constructive.

  • Take ownership of addressing customer issues by managing:
    • Stakeholders: customers, management, factory and fulfillment
    • Processes: tickets, action lists, escalations and refunds
    • Systems: order and helpdesk systems
  • Be pro-active in proposing improvements and informing management on recurring customer issues.

 

Online Marketing (20%)

Support our Online Marketing efforts. Work with our Marketing department to implement marketing campaigns in the country of the language you are covering.

  • Translation of communication to customers, for example newsletters and blogs
  • Find bloggers in the crafting community and build partnerships for guest blogging, articles about our product, etc
  • We constantly try various marketing campaigns and we welcome initiative and ideas

 

 

Graphic Design (20%)

  • For some of our orders, customers upload images which need to be reviewed and adjusted where needed. Basic image editing skills are required and we will teach you the rest.
  • Provide graphic design support for the EU team for marketing media. Think Blog, facebook & instagram artwork. You will work together with our marketing team in the USA and the Philippines.

 

 

Requirements

 

  • Native or fluent in German
  • Fluent in English
  • Responsible and with a drive to listen to, understand and provide solutions to the customer
  • Positive, constructive and professional attitude.
  • Can prioritize and organize properly
  • Performs multiple tasks simultaneously
  • Image editing / graphic design in photoshop – basic skills
  • Eager to learn and has the ambition to develop within the position and to increase responsibilities and scope
  • Use appropriate judgment taking decisions versus escalating to management
  • Able to work under pressure to meet daily work load
  • Self-starter with the ability to work independently with minimal supervision
  • Ability to maintain confidentiality and manage confidential information
  • Ability to learn and challenge processes, procedures and systems

 

Not required, but very useful skills:

  • Online marketing experience (SEO, SEA, Social Media, Content Marketing, etc)
  • Copy writing

We offer

 

  • Fast changing and growing start-up company, working in an international team.
  • We give responsibility and freedom to complete your work and where we build the company together.
  • An environment where you are expected to come up with the best long-term solution for the customer. No cost pressure, customer first.
  • Passionate and interesting customers
  • Flexible and/or part-time working hours can be discussed.
  • Salary to be discussed

 

Process

You will be asked to answer the following questions when applying:

  • Select the most relevant previous job experience.
  • Tell us about your last or current position — what did you love and what didn’t you like?
  • How do you respond when you don’t know the answer to a question?
  • Give an example of a customer that you turned around from a position of unhappiness to sheer joy.

 

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