Customer Experience

7 dagen geleden

Rotterdam, Zuid-Holland, Nederland Rafa-kids Voltijd

Rotterdam, NL (hybrid possible)

English required
• German is a big advantage

About Rafa-kids

Rafa-kids is a design-led children's furniture brand created by two architects. We work as a small, agile studio in Rotterdam — creative, hands-on, no hierarchy. You will be challenged, you will learn fast, and you will truly own your impact.

About the Role

  • You are the
    face of Rafa-kids
    to our customers.
  • The first contact. The guide. The problem-solver. The person who helps them choose the right product — and makes sure they come back.
  • This is a
    customer-facing role with a strong sales focus
    .
  • You communicate, you advise, you support —
    and you sell
    .
  • But you also look wider: you think about the
    entire customer journey
    , from the moment someone discovers Rafa-kids to the moment they purchase, unbox and return for more.
  • You take what you learn in 1:1 conversations and use it to improve our communication, marketing clarity and overall customer experience.

What You Will Do

  • Be the primary contact for customers (email, chat, social)
  • Communicate clearly, confidently and warmly in English (German is a big plus)
  • Guide customers through questions and help them choose the right bed or solution
  • Convert leads into purchases through advisory-style sales
  • Support with practical customer service tasks: shipping updates, order checks, add-ons
  • Improve post-purchase experience to encourage repeat orders
  • Spot friction points in the journey and suggest improvements
  • Help us refine our messaging, FAQs, product content and communication flows
  • Think both
    one-on-one
    and
    bigger scale
    — from individual questions to better processes
  • Stand behind our product with confidence and represent our brand values daily

Who You Are

  • Excellent communicator in English; German is a strong advantage
  • You enjoy helping customers — but you also enjoy
    selling
  • Sharp, proactive and able to think beyond one conversation
  • Comfortable taking ownership and making decisions
  • Experience in customer service, sales, e-commerce, hospitality or premium brands
  • Empathetic, but commercially focused — guiding customers to a confident "yes"
  • Interested in design and working in a creative studio
  • Thrive in a small team with no hierarchy, where everything you do has impact

Why Join Us

  • You will shape the full customer experience of a global design brand
  • Real ownership, real responsibility — no corporate layers
  • A place to grow fast and broaden your skills (CX, sales, marketing, communication)
  • Creative environment where your ideas matter
  • You will see your work directly influence sales and customer satisfaction

Compensation

€2.500 – €3.000 gross per month (full-time)
, depending on experience.

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