Senior Customer Service Specialist

What you will do:

• Provide customer support across multiple channels, including email, phone, e-commerce platforms, review sites, and social media.
• Handle customer inquiries and support requests related to orders, deliveries, returns, exchanges, product information, and feedback, ensuring timely and effective resolution.
• Manage returns and complaints processes, coordinating follow-up actions in line with internal procedures and service standards.
• Collaborate with retail, operations, and other internal teams to resolve customer issues and ensure a seamless customer experience across all touchpoints.
• Maintain accurate records of customer interactions, escalate complex cases when needed, and contribute to continuous improvements in customer service processes.

What We Are Looking For:

• Native-level Lithuanian language skills and fluent English (minimum B2 level). Additional Estonian, Latvian, or Finnish language skills would be considered an advantage.
• At least 3 years of experience in customer service or operations via phone or email, with a clear understanding of support processes, workflows, and quality standards.
• Demonstrated experience delivering high-quality customer support while maintaining clear, empathetic, and effective communication.
• Proven track record of independently resolving customer challenges and initiating improvements to support workflows and service delivery.
• Hands-on experience using data, customer feedback, and case trends to identify recurring issues and implement long-term corrective actions.

What we offer:

• Health insurance coverage provided after successful completion of the probation period.
• Employee discounts on the company's products, allowing you to enjoy our offerings at a reduced price.
• An additional paid day off added each year to support work-life balance and reward tenure.
• A collaborative and inclusive work environment where ideas are welcomed, contributions are recognized, and teamwork is encouraged.
• Access to ongoing learning, training, and professional development opportunities to support your growth and career progression.