Customer Support (Online and Physical Stores) - Forte Store (Braga)

Forte Store is a prestigious, entirely Portuguese company and one of the leading multi-brand fashion references in the Iberian Peninsula. In a growth phase, we are looking for a person to join the Customer Support team, working online and supporting physical stores.

• Respond to customer requests via email, chat, social media, and telephone, ensuring a professional, approachable tone aligned with the brand.

• Support physical stores in resolving customer situations (after-sales, product inquiries, stock availability, order status, among others).

• Monitor orders and after-sales: shipping status, exchanges, returns, and refunds, ensuring deadlines and service quality.

• Register and update information in internal systems (tickets/CRM), ensuring follow-up of the request until final resolution.

• Coordinate with internal teams (stores, logistics, warehouse, and backoffice) to resolve situations and ensure an efficient response to the customer.

• Identify recurring themes and propose improvements in processes, response templates, and support content (FAQs, shopping and after-sales guides).

• Experience in customer service, preferably in an online/e-commerce and/or retail store context.

• Good organizational skills, attention to detail, and focus on problem-solving.

• Comfort with digital tools: email, chat, CRM/ticketing, and Excel/Sheets.

• Empathy, patience, and the ability to manage multiple requests simultaneously, maintaining quality and speed in response.

• Good communication skills with store teams, ensuring alignment and fluidity in case follow-up.

• Forte Store - Braga