Customer Experience Specialist

ennovationHUB is a fast-growing international e-commerce group operating in the home & living category, with a strong focus on furniture. From our hubs in Belgrade, London, and Barcelona, we sell through localized e-commerce platforms across the UK, North America, EU, and APAC.

We’re looking for a Customer Experience Specialist to join our growing Customer Support team in Belgrade. This is not a sales role. Your focus is on support, clarity, and trust - ensuring customers have a smooth, confident experience before, during, and after purchase. You’ll work across our leading furniture brands, supporting customers in multiple international markets via LiveChat, email, and phone.

In this role, you will:

• Communicate with customers via LiveChat, email, and phone
• Support customers throughout the shopping journey, from product questions to post-purchase support
• Handle and resolve customer inquiries clearly, calmly, and professionally
• Turn potentially difficult situations into positive outcomes through empathy and problem-solving
• Collaborate closely with logistics to ensure timely deliveries and accurate updates
• Help customers track shipments and resolve delivery-related questions
• Support B2B inquiries, ensuring business customers receive accurate and timely assistance
• Coordinate with accounting on invoices, refunds, and payment follow-ups
• Identify recurring issues and flag them to your supervisor or relevant teams
• Contribute to improving customer satisfaction and Trustpilot ratings
• Reference: H6bJv-qcWa5WJssVTn29cy9KsKJUD8couL5ctY8XiL4O_C7iVWmlnT3429W78SqV

Your role is to represent the brand with clarity, care, and consistency.

Job requirements

• Has 1–3 years of experience in customer service, customer support, or a similar role
• Is confident communicating in English, both written and spoken
• Has strong communication, empathy, and listening skills
• Is organised, proactive, and comfortable handling multiple conversations
• Stays calm and solution-oriented under pressure
• Is accountable and comfortable following defined processes
• Learns quickly and adapts to new tools and workflows
• Is comfortable using AI tools (e.g. ChatGPT) as a support tool to improve quality and efficiency
• Brings positive energy and a collaborative mindset to the team

Working model & shifts

• Based in our Belgrade office
• Fixed shifts: 07:00–15:00, or 14:30–22:30
• No weekend work
• Friday work-from-home option

Why join ennovationHUB

• Clear growth and promotion opportunities
• A fun, supportive, and international working environment
• Modern office in downtown Belgrade with:
• Standing desks
• Summer garden
• Game room
• Great coffee, energy drinks, and a genuinely social team
• Competitive salary and benefits
• A role where your work directly impacts customer trust and brand reputation

We value diversity of background, perspective, and experience — what matters most is doing the work well and contributing positively to the team.