Description

Managing, expanding and developing the German Customer Experience team incl. shift scheduling, hiring, planning, tracking the performance of your team-members and providing feedback;
Helping clients with incoming questions/ comments/ issues across all channels: mail, phone, chat, social media;
Coming up with creative ways to surprise and delight our customers;
Representing the ‘voice of the German customer’: pitch & implement ideas on how we can improve our overall customer experience depending on the needs of the German market;
Creating processes, manuals as well as trainings for Customer Service agents to improve the customer experience on an ongoing base (measured through ‘Net Promoter Score’);
Project based responsibilities, for example improving the overall Customer Journey.

Responsibilities

At least 1 year experience in a consumer facing role (e.g. customer service, sales or hospitality);
Experience with managing a team is a big plus;
Graduated from Higher Professional Education or University Education;
Highly proficient in spoken and written German as well as English; French, Danish, Spanish, Italian are a plus;
You are enthusiastic, empathetic and easy to talk to;
You are proactive and always strike for process improvements in order to deliver the absolute best customer experience.

25 vacation days;
A pension scheme, because later is also important;
Daily fresh lunch served at the office;
Training, both in-house and external;
An annual personal budget that can be used for self-development;
A brand new office near the Amstel Hotel;
Working in an international team at a fast-growing scale-up;
Cool team events and Friday afternoon drinks (when everything is allowed again).