Customer Service Manager BPO with Dutch (all genders)

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

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.

Responsibilities:

• Monitors performance of customer service team (30 – 50 agents) on the market level based on the KPIs agreed: CSAT, AHT, ACW, FCR etc. Drives performance improvement where relevant.
• Handles sensitive customer complaints.
• Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.)  
• Monitors and provides insights regarding market specific customer service trends and best practices.
• Subject matter experts in customer journey on the market level (for example, specific/ preferred contact channels, payment methods, communication style preferences, etc.)
• In charge of customer service initiatives implementation on the market level.
• Delivers relevant input in other disciplines (e.g. Direct Marketing, Delivery teams etc.) in order to minimize incoming customer queries and to stimulate continuous improvement.

• Experience in managing customer service teams
• Experience with e-commerce environment.
• Proficient level in English Language and Dutch language
• Very good communication skills and strong sense of empathy.
• Ability to weight customer needs and demands towards business value.
• Strong analytical skills.
• Open to change and easily navigating within the changing business requirements. Can do attitude.

With more than 1,000 passionate professionals located across 10 European offices, we believe our success comes from working together and leveraging our international strengths. Expect to work in a hybrid environment, collaborating with colleagues in different locations remotely.

Our benefits:
🐾 20% discount in our zooplus shop
📖 Internal and external training
🎈 Team events
#LI-Hybrid✈️ 28 Annual Vacation Days
🩺 Private Medical Health Insurance
⏰ Hybrid working model (up to 40% remote)

Want to know more? Learn more about who we are and what we do and visit our LinkedIn company profile.

zooplus is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.