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Customer Experience Communication Specialist

Posted 24 Mar 2024
Work experience
2 to 4 years
Full-time / part-time
Full-time
Job function
Degree level
Required language
English (Fluent)

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As our Customer Experience (CX) Communication Specialist

You are responsible for ensuring an optimal and up-to-date customer experience for our webshop customers. You understand the needs of our customers and you have a strong vision on how to attract and retain them while continuously improving the customer journey. Your focus is on customer communication (e.g. knowledge base and transitional email) and you use your analytical skills to come up with ideas for improving the overall customer satisfaction while making sure customers become as self-servant as possible.

What you will do

  • Analyzing and optimizing the overall customer experience;
  • Responsible for all service-related communication towards the customer (Knowledge Base/FAQ and transactional email);
  • Evaluating customer contacts from all contact channels to identify key areas of improvements;
  • Initiating or participating in projects in which you contribute to improve the customer journey or communication to the customer;
  • Identifying and recommending solutions to make customers more self-reliant and to build self-service functionality;
  • Monitor and report the impact of changes;
  • Contribute to the improvement of Customer Satisfaction (CSAT), CES, NPS & Customer Retention;
  • Aggregate insights from several feedback sources & map them to our customer journey.

Must haves

  • Excellent written and verbal English skills;
  • 2-4-year relevant working experience, preferably in an e-commerce environment;
  • You are truly service and customer oriented;
  • You can act as a link between various departments;
  • Ability to analyze, understand and act on data from different tools (experience with Google Analytics is a plus);
  • You are independent, enthusiastic, proactive and able to thrive in a fast pace environment.

vidaXL as employer

So, are you looking for a dynamic international company that values your curiosity, passion and desire to learn? Are you looking to work in a team with colleagues who think big and are eager to take on fresh challenges? Take the opportunity to meet and work within a team of professionals with diverse cultural backgrounds who also have a few things in common… ambition, fun and excellent skills.

vidaXL is growing faster than the speed of light in the field of e-commerce. We’ve been doubling our figures every year since our foundation in 2013. All of this in our own bold and down-to-earth way. With 31 webshops, 6 international offices, and 120 million unique visitors a year that pretty much feels like the right way.

Retail
Venlo
Active in 4 countries
1,000 employees
50% men - 50% women
Average age is 30 years

What employees are saying

Andy Ramdin

Product Owner

Andy Ramdin

If you have the ambition and drive, a lot is possible within vidaXL. With a growing/evolving company, you have the ability to grow with it.
I could not foresee the personal growth I made within the last 6 years, and I hope the best is yet to come.

Nina (Szynalski) Neelen

Creative Brand Manager

Nina (Szynalski) Neelen

I’m working @ vidaXL for 5 years. I started as a Performance Marketer and now follow my passion as Creative Brand Manager.
I’m excited to continue my journey on this purple-confetti-rocket ride and the opportunities that come with it!