Customer service Knowledge base logo
Customer service Knowledge base logo
All articles

*start here* Welcome to the team! ❤️Updated 2 months ago


Welcome to the SMT Team!
We are super excited to have you join us!

SMT Group is a dynamic and innovative e-commerce business headquartered in the Netherlands, with shops worldwide. As market leaders in the creative segment, we pride ourselves on our expertise, customer satisfaction, and commitment to delivering high-quality products.

About SMT Group

Our business model is built around strategic mergers and acquisitions. By actively seeking and integrating complementary businesses, we continue to expand our reach and product offerings, maintaining a competitive edge in the market.

With 14 e-commerce shops, we provide a wide variety of creative products, from diamond painting to paint-by-numbers, designed to inspire and delight our customers. Our commitment to quality, innovation, and exceptional customer service has earned us the trust and loyalty of artists, hobbyists, and enthusiasts alike.

At SMT Group, our team is our greatest asset. We foster a collaborative and inclusive work culture where every idea matters. With a passionate and dedicated team, we continue to achieve sustainable growth and success.

All Our Webshops

Paint by number shops 🎨:

Diamond painting shops 💎:

Unique Selling Points

Diamond Painting:

  • Extensive Selection: Over 1,600 designs, from animals and landscapes to customizable options like personal photos.
  • Personalization: Unique kits that turn personal photos into beautiful works of art.
  • High-Quality Materials: Premium canvas, stones, and tools for an enjoyable crafting experience.
  • Relaxation and Creativity: A stress-relieving, creative hobby for all ages.
  • Educational Value: Improves focus, fine motor skills, and patience for both kids and adults.

Target Audience:

  • Age: 35–60
  • Gender: Predominantly female, with some male hobbyists
  • Interests: Arts, crafts, home decor, and mindfulness activities

Paint by Number:

  • Variety of Designs: Over 1,600 designs, including customizable options.
  • Personalization: Customers can paint using their personal photos.
  • High-Quality Materials: Acrylic paints, canvas, and brushes ensure a professional experience.
  • Relaxation and Creativity: Promoted as an artistic therapy for stress relief.
  • Educational Benefits: Enhances focus, patience, and motor skills.

Target Audience:

  • Age: 20–45
  • Gender: Predominantly female
  • Interests: Creative hobbies, mindfulness, and home decor

Your Role: Customer Service Agent

As a key part of the team, you will play a vital role in providing exceptional service that builds customer loyalty. Your work ensures satisfied customers, repeat business, and glowing recommendations.

We will fast-track your expertise in diamond painting, making you a go-to expert in no time!

Onboarding Steps

Follow these onboarding steps to get started:

  1. Diamond Painting Overview:
    Learn about our products and typical customer scenarios.
    Diamond Painting Overview

  2. Systems We Use:
    Get familiar with the tools and platforms we use daily.
    Systems We Use

  3. Daily Workflow:
    Understand your daily schedule and task management.
    Daily Order of Working

  4. 20-Hour Response Times:
    Learn how we maintain quick and effective customer responses.
    20-Hour Response Times

  5. Frequent Issues:
    Browse common customer issues to prepare for typical scenarios.
    Frequent Issues

Need Help?

If you have any questions or need assistance during your onboarding, your customer service manager is your go-to person. She is responsible for guiding you through the process and ensuring you have everything you need to succeed. Don’t hesitate to reach out to her for support.

Welcome to the team—let’s create something amazing together!


Was this article helpful?
Yes
No
Powered by