Customer & Marketplace Support Specialist

In this role, you are responsible for resolving complex customer issues, escalations, and exceptions that cannot be handled within standard processes. You interact daily with customer service, stores, suppliers, Marketplace partners, and internal departments to bring files to a proper resolution. Additionally, you support our Marketplace partners with operational and customer-related issues, monitor the quality of service, and identify opportunities for improvement in processes, systems, and working methods.

• You support customer service with complex customer inquiries and exceptional situations that cannot be resolved within regular processes.
• You investigate escalations and files that require extra attention or coordination.
• You monitor the progress of outstanding issues until a suitable solution is found.
• You are a connecting link between customer service, stores, suppliers, Marketplace partners, and internal teams.
• You support Marketplace partners with operational and customer-related issues.
• You intervene when problems with Marketplace partners could have consequences for customer satisfaction or the reputation of Praxis.
• You analyze recurring escalations and identify structural opportunities for improvement.
• You contribute to knowledge development, process improvements, and quality improvements within the service provision.
• You think along about the use of AI and other innovative solutions to further professionalize our service provision.

No two days are the same. One time you are helping a store with a complex customer case, the next time you are investigating an escalation with a Marketplace partner or bringing different departments together to solve a structural problem.

You work at the intersection of customer service, retail, e-commerce, and Marketplace. As a result, you gain insight into a large part of the organization and make a direct contribution to the customer experience. At the same time, you are given the space to improve processes and actively think along about how Praxis can use technology and AI to further develop its service provision.

You get the chance to help build the customer journey of the future in a team where you can be yourself, can learn, and make a real impact.

• A salary between €2,650 and €3,250 based on 38 hours per week.
• A position of 32 to 38 hours per week.
• Hybrid working, partly from home and partly from our office in Amsterdam.
• An informal and international organization.
• Plenty of room for initiative and your own ideas.
• Development opportunities via, among others, the Maxeda Academy.
• Collaboration with colleagues from Marketplace, E-commerce, Data, Supply Chain, and Retail.
• The opportunity to contribute directly to the further development of our service provision and customer experience.

Do you want to make a difference at the moments that truly matter for customers, stores, and Marketplace partners? And do you get energy from solving complex issues, improving processes, and supporting both customers and partners? Then we would love to meet you.

Apply directly via the form on our website. We will review your application carefully and let you know quickly if we invite you for an introduction.

Please feel free to contact:

Niels van Lindenberg
Employer Branding & Recruitment Manager
📧 niels.van.lindenberg@praxis.nl
📱 06 2532 3580

Recruitment agencies are not appreciated in response to this vacancy.

• At least MBO 4 working and thinking level.
• Experience within customer service, retail, e-commerce, or a similar environment.
• Good communication skills, both oral and written.
• A proactive and structured way of working.
• Affinity with online retail and Marketplace processes.
• Proficiency with systems, data, and figures.
• The ability to independently analyze files and take ownership of a solution.
• Good command of the Dutch language. English is a plus.
• Experience within a Praxis store is a major plus. You know our customers, products, and processes, allowing you to switch quickly with stores, customers, and internal colleagues.