AI Customer Support Specialist | you teach AI how good service works | 2 vacancies

“Where is my order?” “How do I return this?” “When will I get my money back?”

You know the questions, but also the processes behind them. You know when a clear answer is sufficient, when you need to ask follow-up questions, and when an employee should take over the conversation.

As an AI Customer Service Specialist at Omoda Brands, you translate that professional knowledge into automated service via chat, email, WhatsApp, and voice. You set up our existing customer service tools and ensure that AI helps customers correctly, understandably, and in a way that fits the brand.

What an AI Customer Service Specialist is to us
You combine experience in customer service with practical insight into AI and automation. You work directly in our tooling: you set up AI assistants and conversation flows, improve instructions and knowledge sources, and test what customers actually hear or read.

Our webchat already handles a portion of customer inquiries. You will help further expand that approach across all channels. In doing so, you look beyond an answer that simply sounds good. Is it substantively correct? Is the customer helped by it? And does the AI understand when human assistance is needed?

You improve the content and configuration of the automation. For custom software and complex integrations, you work together with builders and engineers.

What you do

• You set up AI functionality, answers, and workflows within our existing customer service tools.
• You translate service agreements and frequent customer questions into clear instructions, knowledge base articles, and conversation flows.
• You tailor the operation to the channel: a complete answer via email, short exchanges via chat and WhatsApp, and a natural conversation via voice.
• You ensure that answers align with the tone of voice, information, and service agreements of the appropriate brand.
• You configure when AI should ask follow-up questions, which actions are permitted within the available tooling, and when an employee takes over.
• You ensure that during a handoff, the customer's question and relevant context are included, so the customer does not have to start over.
• You test with realistic customer questions and exceptions, such as missing information, multiple questions at once, or an dissatisfied customer.
• You review conversations and listen to voice interactions. You investigate incorrect answers, stuck conversations, and unnecessary transfers, and adjust the configuration accordingly.
• You keep knowledge sources up to date with the relevant colleagues and check the operation after changes are made.
• You help customer service employees understand how the automation works and use their feedback to improve it.

With voice, you also pay attention to intelligibility, pronunciation, silences, interruptions, and the transition to an employee. You understand that a well-written answer is not automatically a well-spoken answer.

When your work is successful
More customer questions are handled independently and correctly. Customers receive a useful answer or are handed over properly at the right moment. You therefore track both the degree of automation and answer quality, customer satisfaction, and repeat contact. You also investigate whether a conversation marked as handled was actually resolved.

About Omoda Brands
Omoda Brands is the house behind Assem, Omoda, Wehkamp, and Kleertjes.com. Four brands, over 2,000 colleagues, and more than 3 million customers per year. Our ambition is to be the most personal boutique at scale. That also means that customers are helped quickly and well after their purchase, via the channel that suits them. AI already plays a role in this. Our AI Stylist assembles outfits in a conversation, we create product images with AI, and our webchat handles a portion of customer inquiries. You will help further develop our customer service with chat, email, WhatsApp, and voice.

What you will find with us

• Flexible working from Zierikzee, Amsterdam, or Zwolle. We meet on average 1 to 2 days per week at one of these locations.
• 32–38 hours per week, depending on your preference.
• A suitable salary based on your knowledge, experience, and the value you bring.
• A concrete application of AI with a direct effect on the customer experience.
• Existing tooling and customer conversations that you can build upon.
• Space to deepen your knowledge in AI, conversation design, and service automation.
• Colleagues from customer service and technology with whom you realize solutions together.
• Four brands where your improvements can make a difference.

Interested?
Show us how you have improved a customer question, knowledge base, or service flow, for example with AI or automation. What was your own contribution, how did you assess the quality, and what changed for customers or colleagues? 

How you share this is up to you: a short description, anonymized screenshots, or a before-and-after example. A concise example is sufficient; in the interview, we will go deeper into it together. You do not need to share confidential customer or company information.