Customer Service Specialist

Job Title: Customer Service Specialist

Location: Rotterdam, Netherlands

About the Role

We are seeking a motivated and service-minded Customer Service Specialist to join our growing team in Rotterdam. In this role, you will support our customers across the pre-sale and after-sale journey, ensuring smooth communication and a positive experience. You will respond to inquiries, resolve issues efficiently, and collaborate with internal teams to deliver reliable solutions.

Key Responsibilities

Manage and respond to customers’ pre-sale and after-sale inquiries through multiple channels (phone, email, chat, and other platforms).

Maintain accurate and detailed records of customer interactions using the appropriate tools and systems.

Provide customers with clear, complete, and accurate information by using the correct methods and resources.

Handle customer complaints in a timely and professional manner, offering suitable solutions and alternatives, and follow up to ensure successful resolution.

Identify and assess customer needs to provide personalized service and achieve high satisfaction.

Adhere to communication procedures, quality standards, and company policies.

Work closely with internal teams (sales, logistics, technical support) to ensure smooth operations and customer support.

Requirements

Fluency in French, or German, or Dutch (at least one is required).

Strong communication skills in English (both written and spoken).

Previous experience in customer service, account support, or a similar role is preferred.

Strong problem-solving skills with the ability to stay professional and empathetic under pressure.

Proficiency in customer service tools, CRM systems, and Microsoft Office applications.

A customer-first mindset, with attention to detail and a proactive attitude.

Ability to work independently as well as in a collaborative team environment.

【About JD.com】

JD.com (NASDAQ: JD and HKEX: 9618), also known as JINGDONG, is a leading supply chain-based technology and service provider. The company’s cutting-edge retail infrastructure seeks to enable consumers to buy whatever they want, whenever and wherever they want it. The company has opened its technology and infrastructure to partners, brands and other sectors, as part of its "Retail as a Service" offering to help drive productivity and innovation across a range of industries. JD.com’s business has expanded across retail, technology, logistics, health, industrials, property development and international business. JD.com is ranked 44th on the Fortune Global 500 list and is China’s largest retailer by revenue, serving over 600 million annual active customers. The company has been listed on NASDAQ since 2014, and on the Hong Kong Stock Exchange since 2020. Committed to the principles of customer first, innovation, dedication, ownership, gratitude, and integrity, the company's mission is to make lives better through technology, striving to be the most trusted company in the world.

【Our Global Business】

We are dedicated to building a digitally intelligent, cross-border supply chain and global retail infrastructure. Leveraging our global supply chain capabilities, JD.com continues to in markets where our competitive strengths shine. Currently, JD.com's operations span China, the U.K., the Netherlands, France, Germany, Spain, Brazil, Hungary, Japan, South Korea, Australia, Thailand, Vietnam, Malaysia, Indonesia, Saudi Arabia, the UAE, the U.S., and many others, serving customers worldwide.

Key International Business Segments: Joybuy (online retail business in Europe), International Logistics, Cross-border Import Business, JD Industrials International, JD Property International

【"Joybuy" - Online Retail Business in Europe】

Joybuy is JD.com's online retail business in Europe. It is currently in the test phase in the UK, the Netherlands, Germany, France, Belgium, and Luxembourg. Joybuy places the customer at the heart of everything it does. Our slogan, “Don’t just buy, Joybuy,” perfectly captures our mission to fulfill our customers’ needs and provide a service that is easy and convenient, but also enjoyable and fun.