Magnet.me  -  Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

Het slimme netwerk waarop hbo‑ en wo‑studenten hun baan of stage vinden.

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customer service manager

Geplaatst 21 mrt. 2024
Werkervaring
1 tot 3 jaar
Full-time / part-time
Full-time
Soort opleiding
Taalvereisten
Engels (Vloeiend)
Nederlands (Vloeiend)

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citizenM is a hotel providing affordable luxury for the mobile citizens of the world. With style that'll knock your socks off, we offer citizens a real home from home, plus the world’s fluffiest pillows. Our typical guest is a frequent traveler who is quality and design driven, and cost conscious.

We currently have hotels in Amsterdam, London, Glasgow, New York and Paris, with more to come in Europe, USA and Asia. We are proud to have put the hospitality back into the hospitality industry, and have received numerous awards for our groundbreaking approach.

Purpose

citizenM is growing fast and has a committed roadmap going from 15 to 100 hotels in the coming years. In this growth plan establishing and developing a sustainable relationship with guests and other (key) customers is essential.

citizenM wants to transform its customer base from uncommitted travellers to committed citizens. Because this will allow citizenM to become a true brand of choice in the (near) future. We believe this is possible because citizenM has extreme customer centricity in the core of its values.

To achieve all above Customer Experience (CX) is an upcoming domain within citizenM. Products like an app, website, a loyalty program and finding new business models are currently in development.

Per January 1st 2020 also Customer Service will be part of this domain.

Over the last years our Customer support department ‘Connect’ has grown substantially. The Connect team is responsible for the customer service operations of citizenM, it consists of 25FTE, headed by the Connect manager. It is a dedicated team with locations in Schiphol and Shanghai and it will soon have a new office in Seattle.

Connect is already good in providing human service with the citizenM touch. But with our steep curve of opening new hotels we miss an infrastructure to fit the future and manage scalable growth. This means building a proper base that sits on easily accessible data, which includes forecasting, customer satisfaction metrics, channel management, team productivity etc etc.

We also need to set up a digital customer service strategy to proactively support the customer in his/her service needs. This includes proper transactional communication, use of chatbots and AI, digitizing the service journey and proactively solving questions: it is all part of our targeted ambition.

This is all quite urgent as we are currently rolling out our engagement program ‘citizenship’. More interaction, more convenience and more experience, all available through an easy app. This app will seriously impact the service volumes. But this we consider a great opportunity.

citizenM believes that a great conversational strategy will allow us to bring our genuine care USP also into the virtual world. The ambition is to be in a continuous dialogue with our guests, supported by technology.

And with this new engagement strategy there will also be more focus on the superusers, we want to set up a dedicated desk.

Bottomline: a professional end-to-end strategy and execution is needed to bring customer service within citizenM to the next level. All this is the domain of responsibility of the Customer Service Manager.

Key responsibilities

Responsible for Customer Service within citizenM: this is defining and rolling out the Customer Service strategy. Main KPI’s on cost, innovation, customer satisfaction and employee satisfaction should be met.

3 domains:

  • Digital service -> incl development of proactive online service, knowledge / FAQ, service communication and chatbot development
  • Connect (strategic) management -> accountable for the Customer Service performance by the Connect team incl developing scalable growth strategy, channelmgt, tooling outlook and data driven decision making
  • Digital engagement -> including developing citizenship communication, a conversational strategy, superuser focus and 'digital ambassadorship'

qualifications / skills

  • Customer thinking is the core of your being
  • Master degree preferably in digital / hospitality or service domain
  • Proven experience in customer service or CX field (5yrs min)
  • Keen eye on digital innovation (proven track record is a pre)
  • Knowledge of chatbot technology and customer service tooling is a pre
  • Excellent operational skills

citizenM was born from the idea that smart, business travellers want a great place to stay. Somewhere with free, fast Wi-Fi throughout, with comfortable designer furniture to work at, and a great bar to meet with colleagues and contacts. A hotel where a casual meeting can easily turn into a full-blown brainstorm in luxury meeting rooms. And somewhere to rest…


citizenM was born from the idea that smart, business travellers want a great place to stay. Somewhere with free, fast Wi-Fi throughout, with comfortable designer furniture to work at, and a great bar to meet with colleagues and contacts. A hotel where a casual meeting can easily turn into a full-blown brainstorm in luxury meeting rooms. And somewhere to rest your weary head on a huge bed, relax with a free movie, or wash the day away with our powerful rain shower.

Vrije tijd, Reizen & Toerisme
Voorschoten
750 medewerkers