Customer Service Executive

You are passionate about fragrances and storytelling? You are curious about the world?You want to join an innovative and fast-growing LUXURY company based in Geneva?This is your opportunity! MEMO INTERNATIONAL is a family fragrance group established in 2007 with a portfolio of 3 niche perfume brands Memo Paris, Floraiku Paris and Hermetica Paris. We’re a company that genuinely cares about our people, our products, our clients, and the environment. High energy, creativity and an entrepreneurial spirit are essential qualities that animate every member of our team every day. We are poets. We are curious about the world. We love fragrances, we love to dream. If you have great eye, the ability to capture and highlight products and a quick learning pace, we want you on our team! We are looking for a Customer Service Executive to join the Digital department of MEMO INTERNATIONAL by taking part in the development and monitoring of the team's projects. In charge of customer relations and logistics related to our e-commerce sites, you provide the best solution to each request and aim for excellence.WHAT YOU WILL DO Customer Service – B2C You manage all aspects of B2C operations, including order management, fulfillment, returns and refund processing.You are responsible for the satisfaction of our customers by responding to all emails received; you monitor customer feedback and address any issues promptly to enhance the overall experience.You coordinate the warehouse team and oversee daily order processing operations, ensuring efficiency and accuracy in fulfilling B2C orders.You work with the Social Media Manager to ensure consistency in terms of customer experience (adequacy of responses between customer service and social networks) and demonstrate proactivity to contribute to 360-degree satisfaction.You work on Customer Service growth, identify areas for improvement and develop strategies to address them, as well as implement automation solutions to streamline customer inquiries, order tracking, and issue resolution processes.You answer to chargebacks and are responsible for fraud management, develop and implement procedures to monitor and mitigate chargeback risks, ensuring compliance with industry regulations and best practices.