Do you know exactly how to organise a multi-channel customer service operation efficiently while genuinely helping customers move forward? As a Customer Service Representative at HVEG in Almelo, you will be one of the key contributors to our newly established central, multi-brand customer service team.
You combine daily customer contact with process improvement, think along on structure, tooling and automation, and help take service quality, customer experience, retention and sales to the next level.
What will you do as a Customer Service Representative?
As a Customer Service Representative, you are an experienced point of contact for our customers and an important sparring partner for your team lead and colleagues. You work daily in Trengo, collaborate with various departments and ensure customer questions and complaints are resolved quickly, carefully and in line with each brand’s identity.
You bring structure to the daily operation and actively contribute to further professionalising the customer service department. With your improvement-driven mindset, you identify opportunities in processes, tools and ways of working, and proactively come up with concrete improvement proposals that help build a scalable and future-proof department.
You also play an active role in sales through service. You recognise commercial signals and opportunities within service interactions and know how to maintain the right balance between service quality, brand experience and revenue. Where appropriate, you apply upselling and cross-selling; in other cases, you smoothly hand over opportunities to E-commerce or inside sales.
In addition, you contribute to DM and email templates and short follow-up flows. Signals from customer interactions—such as frequently asked questions, recurring issues, product feedback or commercial opportunities—are actively shared with internal teams so we can continuously improve our service, content and proposition.
Your responsibilities include:
• Answering and handling customer enquiries via email, phone, chat and social/WhatsApp in Trengo.
• Accurately registering, tagging and following up on customer interactions.
• Checking customer and order data in Navision/Business Central, Shopify and Shopware.
• Coordinating with logistics, finance and other departments to deliver fast and appropriate solutions.
• Taking ownership of complaint handling by monitoring turnaround times, identifying root causes and communicating clearly.
• Contributing ideas and improvements to work instructions, templates, SLAs, routing, escalations and light automations.
• Supporting the monitoring and improvement of CSAT/NPS and other KPIs, and reporting on trends.
• Supporting and coaching new colleagues in systems, processes and tone of voice.
What do we offer you?
• A salary up to approximately €4,500 gross per month (based on 40 hours, depending on experience and skills).
• An employment contract of 32 to 40 hours per week.
• 25 vacation days plus 3 additional days off and 8% holiday allowance.
• A solid pension scheme.
• 30% employee discount on HVEG brands and a discount on a sports subscription.
• Opportunities to grow through the HVEG Academy.
• A meaningful role within a new and growing customer service team where you can truly help build something.
• Location: Almelo, with hybrid working by mutual agreement.
• Daytime working hours, with willingness to occasionally work evenings or weekends as service availability expands.
What do we ask from you?
• 2–4 years of experience in a multi-channel customer service role; experience in B2C e-commerce is a plus.
• Excellent command of Dutch and English, both spoken and written; knowledge of German and/or French is a plus.
• Experience with a helpdesk platform, preferably Trengo.
• Experience working with templates, tags, SLAs and dashboards.
• Familiarity with Shopify and/or Shopware and basic knowledge of Navision/Business Central.
• Experience with CSAT/NPS and analysing customer feedback.
Who are we?
HVEG Fashion Group has been active in the fashion industry since 1989 and works on strong brands where customer experience and quality are key. Guided by our core values—teamwork, reliability, sustainability, entrepreneurship, innovation and open-mindedness—we work every day to support our customers and grow our brands.
Our head office is located in Leusden, from where our central teams support multiple brands. We also operate from several other locations, including Almelo. Customer service plays a vital role within the central team: this is where customer questions, feedback and signals come together. As a central team, we ensure customers of our various brands are helped quickly, personally and in line with each brand.
You will work in an open, collaborative environment with plenty of room to learn, contribute ideas and gradually help professionalise our customer service operation.
Interested?
Ready to help build our customer service team?
Email solliciteren@hvegfashiongroup.com or call/WhatsApp Arianne at +31 6 10230958.
Diversity & Inclusion
At HVEG, we believe differences make us stronger. Everyone is welcome to apply, regardless of background, age, gender or beliefs.