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Head of Customer Service - German and Dutch speaker

Customer service
Amsterdam
German

Description:

You will be responsible for all customer facing aspects of the business. This means you’ll take care of all operational aspects that relate to our customers and their issues, requests and compliments/complaints. Furthermore, you will continuously improve the customer experience.
A strong work ethic, communication skills, a high-level of empathy and selling skills are paramount to this position. And as they're a fast-growing apparel brand, your job will be fast-paced and constantly evolving. We are looking for someone who is ready to take on a variety of responsibilities while simultaneously ensuring the customers experience a service level that is simply perfect.

You

• will serve as the front line, on-call resource for all customers via phone, email and live chat.

• will build a customer service team (interns / junior team members).

• will manage the external fulfilment partners (i.e. in case shipments get delayed or packages are lost).

• will help to improve the customer lifecycle and optimize our customer lifetime value.

• will perform customer research and provide thoughtful, strategic insight regarding customer needs.

• will improve fulfilment process and quality.

• can turn an unhappy customer into an ambassador.

• can quickly and thoroughly solve (customer) problems.

• are willing to help on tasks that pop-up all the time in a startup.

Requirements:

• fluency in English, German and Dutch.

• work and think at academic (bachelor / master) level.

• are ready to know the products and technology inside and out.

• can turn an unhappy customer into an ambassador.

• can quickly and thoroughly solve (customer) problems.

• are willing to help on tasks that pop-up all the time in a startup.

Work Hours:

32-40 uur hours per week

About the company:

Our client is a young, fast growing online apparel start up, located in the center of Amsterdam. With the (international) growth of the company they are now looking for someone ambitious and hands on to make sure their customer experience is fantastic. As the company grows, you will grow the customer experience team.