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Customer Service Manager
2 months ago
Customer Service and Experience Manager – Dutch speaking
Ecommerce
3-6 months
Fully remote with occasional travel to Amsterdam
To £59500 pro-rata
Our client is one of the UK’s most successful ecommerce firms with “Unicorn” status.
They have an urgent hiring need for an experienced Customer services and experience manager to join their dynamic CSCX team for 3 months initially. This role will work closely with the 3rd party provider and internal teams to deliver exceptional customer service and experience.
Key Responsibilities:
● Managing their relationship with the 3rd party CS provider, ensuring agent onboarding and training needs are met to deliver excellent service for our customers.
● Proactively monitoring the provider’s performance to drive productivity and quality. Stepping in if productivity or quality don't meet their standards, in line with contractual SLAs.
● Translating commercial expectations into customer care capacity and coordinating with our outsourced provider, Operations & Commercial teams.
● Being the go-to person for day-to-day operational queries and escalations.
● Using data and insights to develop improvement plans and KPIs for contact ratio, regularly reporting on KPIs and making sure they’re met.
● Handling escalations and ensuring timely resolution of customer issues.
The ideal candidate:
● At least 5 years’ experience in customer service in a B2C environment.
● Experience in e-commerce sectors (essential)
● Excellent communication and decision-making skills.
● Fluency in Dutch & English.
● Proven ability to work in an omnichannel environment and innovate in CS technology and data.
Salary is dependent on experience.
