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