Location:
Company:
We are a leading company in international e-commerce. We collaborate with clients worldwide to support them in achieving their growth and expansion objectives. Our company has a strong focus on delivering high-quality services and exceeding our clients’ expectations.
Who are you?
As Operational Manager, you will be responsible for an enthusiastic team of customer service representatives and a smaller logistics team. Daily, you ensure the proper utilization of capacity. Additionally, you understand what is truly needed to maintain and, where necessary, enhance quality, with the primary focus on the customer service aspect.
Key Responsibilities:
- Leading and managing Customer Care activities and logistics with a focus on increasing the quality and productivity of service delivery.
- Developing and implementing strategies to improve customer satisfaction and effectively handle complaints.
- Training, coaching, and motivating the Customer Care team to achieve excellence in customer interactions.
- Analyzing data and customer feedback to suggest and implement improvements.
- Implementing and monitoring our Global strategies and processes within the German office.
- In addition to working closely with your colleagues in the office in Germany, you will also act as a liaison between various support departments located at the headquarters in the Netherlands and the activities taking place in the local office in Germany.
Required Skills:
- Bachelor’s degree level of education and thinking.
- Experience in managing a customer service team.
- Proficiency in at least German and English, and preferably a third language, with Dutch, French, or Spanish being a plus.
- Good interpersonal skills, preferably gained in a Customer Care environment.
- You will encounter various challenges, so it’s important that you have adequate problem-solving skills.
- You are analytical and try to view a situation from different perspectives.
- You already have experience in setting up and implementing process and quality improvements.
- Strong social media understanding and hands-on skills with customer interaction skills.
- Willingness to travel regularly to the headquarters in Nijmegen (Netherlands).
Company benefits:
- A dynamic and challenging role
- Competitive salary
- Different mobility options are possible depending on your requirements and/or needs
- 30 holidays a year when working full-time
- Company laptop
