The Position

As our Customer Care Specialist, you support the delivery of a seamless and premium service experience for Marie-Stella-Maris customers across all touchpoints. You are the first point of contact for customer inquiries, returns and complaints, ensuring each interaction reflects our high service standards and care for people, while meeting agreed service KPIs such as response times, resolution rates and customer satisfaction.

This role is hands-on and service-driven. You coordinate day-to-day customer care activities across online, retail and reseller channels, resolve issues with attention and empathy, and actively contribute to improving the end-to-end customer journey, using insights from performance metrics and customer feedback.

Working closely with internal teams, you ensure customer feedback is heard, shared and translated into meaningful improvements helping Marie-Stella-Maris continuously elevate the customer experience and performance across channels.

Key Responsibilities

·      Coordinate daily customer care activities across email, phone, and chat channels.

·      Handle and resolve customer inquiries, returns, exchanges, and complaints in a timely and professional manner.

·      Support the maintenance and improvement of customer care processes and workflows.

·      Help monitor response and resolution times and contribute to meeting agreed service levels (SLAs).

·      Collect and share customer feedback and recurring issues with relevant teams (ecommerce, supply chain, product).

·      Collaborate with the ecommerce team to identify opportunities to improve customer journey touchpoints.

·      Contribute to maintaining a customer care knowledge base and support onboarding or training materials.

·      Ensure customer interactions comply with GDPR and data privacy regulations.

·      Act as a customer advocate by proactively identifying areas for service improvement.

We’re looking for people who are…

•  Fluent in both Dutch and English (This is a MUST!)

• Strong communicators with a customer-first, empathetic mindset.

• Well-organised and detail-oriented, with a natural sense of ownership and follow-through.

• Comfortable juggling multiple tasks and priorities in a fast-paced environment.

• Calm and solution-oriented when handling challenging customer situations.

• Curious and improvement-minded, using feedback and basic data insights to enhance the customer experience.

And who bring…

• 2–4 years of experience in a customer care or customer service role.

• Experience working with customer service platforms such as Zendesk, Gorgias, Freshdesk or similar tools.

• A bachelor’s degree in Business, Marketing, Hospitality or a related field, or equivalent practical experience.

• Experience in e-commerce or consumer brands (preferred).

• Affinity with lifestyle, beauty or home care brands is a plus.

What we offer

• Competitive salary

• 25 vacation days + 2 days for social responsibility + your birthday off

• Workcation

• Pension

• 20% discount on Marie-Stella-Maris products

• Free refills at the office and in stores

• A healthy lunch at the office

• An iPhone and laptop

Interested?

Do you think you're the perfect candidate for the role? We'd love to hear from you. You can apply via the button below, and you might be invited for an initial meeting.

If you have any questions, feel free to contact us at Careers@Marie-Stella-Maris.com.