Aftercare Specialist (with customer support background) Belgrade

Job description

ennovationHUB AI is an international e-commerce group in the home & living category, focused on furniture. From our hubs in Belgrade, London, and Barcelona, we operate across the UK, North America, EU, and APAC.

We’re building a modern Customer Experience team — one that combines human judgment with AI-powered efficiency.

This role sits at the critical point where customer experience can either be recovered — or improved at scale. As an Aftercare Specialist, you don’t just resolve issues — you identify patterns and proactively reduce future ones.

This is not a sales role. Your focus is on resolution, insight, and continuous improvement.

Your role

You’ll manage post-delivery issues end-to-end across multiple markets.

The core of the role is not just fixing problems — it’s understanding why they happen and ensuring they happen less over time.

You’ll actively use AI tools to:

 • Improve resolution speed and communication clarity

 • Handle higher claim volumes efficiently

 • Maintain consistency and accuracy in decisions

 • Identify patterns and reduce repeat issues

Responsibilities

• Own post-delivery issues from first contact to full resolution

 • Resolve claims (damage, incorrect items, missing parts, delivery issues) with speed and accuracy

 • Communicate clearly with customers and aim for first-time resolution

 • Identify recurring issues and track key claim patterns

 • Share insights and drive actions that reduce repeat claims

 • Collaborate with logistics, operations, and suppliers to resolve root causes

 • Contribute to reporting and continuous improvement of aftercare processes

What we’re looking for

• Experience in customer support, aftercare, or claims handling (1–3 years)

 • Strong English communication skills (written and spoken)

 • Structured problem-solver with strong attention to detail

 • Able to balance speed and accuracy in decision-making

 • Calm and solution-oriented in high-friction situations

 • Comfortable working across teams and managing dependencies

• Tech-savvy and quick to learn new tools and systems

 • Strong interest in AI and digital tools

 • Confident using AI tools to improve efficiency and quality

 • Highly adaptable in a fast-paced environment

 • Proactive mindset — focused on identifying and reducing root causes

Working model

• Belgrade office

• No weekends

•  Possibility to work remotely on Fridays

Why join ennovationHUB AI

• Clear growth and promotion opportunities

 • International, fast-growing e-commerce environment

 • Direct impact on customer experience and operational improvement

 • Modern office in downtown Belgrade

 • Standing desks, summer garden, game room

 • Great coffee, energy drinks, and a genuinely social team

 • Competitive salary and benefits

We value diversity of background, perspective, and experience. What matters most is how you think, how you work, and how you contribute to the team.