Customer Success Specialist

About the role

The Customer Success Specialist joins the Order to Delivery Journey team and provides high‑quality, front‑line service to retail customers, including loyalty programme members. The role involves handling enquiries across phone, email, live chat, ticketing and social media while representing the company professionally.

Key responsibilities

• Respond to B2C customer enquiries, complaints, feedback and compliments, following agreed processes and SLAs.
• Manage loyalty‑related queries such as points redemption, registration, card replacement and fraud checks.
• Support customers on digital channels, promote self‑service tools, and handle live‑chat and social‑media interactions.
• Process administrative tasks, maintain data quality, and collaborate with third‑party logistics and internal teams.
• Participate in testing of IT upgrades or projects when required.

Required profile

• Strong command of English (minimum B2) and at least one additional language at C1 level.
• Experience in a customer‑facing environment, preferably within retail or loyalty programmes.
• Ability to work under pressure, meet SLA targets and resolve issues efficiently.

Required skills

• Proficiency with customer service platforms (ticketing, live‑chat, social‑media management tools).