Customer Service Manager BPO with Dutch (all genders) - Remote

Overview

As our Customer Care Manager for the Netherlands with Dutch, you are the direct link between customers and zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.

In Short

• Monitors performance of customer service team (30 – 50 agents) based on KPIs.
• Handles sensitive customer complaints.
• Manages customer review pages and external platforms.
• Provides insights on market-specific customer service trends.
• Subject matter expert in customer journey on the market level.
• In charge of customer service initiatives implementation.
• Delivers input in other disciplines to minimize customer queries.

Requirements

• Experience in managing customer service teams.
• Experience with e-commerce environment.
• Proficient in English and Dutch.
• Very good communication skills and empathy.
• Ability to balance customer needs with business value.
• Strong analytical skills.
• Open to change and adaptable to business requirements.

Benefits

• 20% discount in our zooplus shop.
• Internal and external training.
• Team events.
• 28 Annual Vacation Days.
• Private Medical Health Insurance.
• Hybrid working model (up to 40% remote).