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.

Deze vacature is verlopen. Je kunt daarom niet meer liken of solliciteren.

Vergelijkbare vacatures bekijken

Senior Customer Care Expert

Geplaatst 22 mrt. 2024
Werkervaring
4 tot 7 jaar
Full-time / part-time
Full-time
Soort opleiding
Taalvereiste
Engels (Vloeiend)

Je carrière begint op Magnet.me

Maak een profiel aan en ontvang slimme aanbevelingen op basis van je gelikete vacatures.

Our mission

At Customer Care we make sure that we deliver the best experience for our A-player team is working with scalable processes to enable a fast and customer-focused experience. Our goal for 2020 is to work towards a 24/7 availability, to always be ready for all our customers around the globe.

Your contribution to our mission

In the position of Customer Care (CC) Expert for Creative Group, you will work together with enthusiastic colleagues on increasing customer satisfaction, reduce the number of incoming contacts while building a valuable service environment. Thanks to you our customers will have the best possible customer experience when help is required. Ideally, they will need no help when using our services since you will work on anticipating and fixing issues!

Do you recognize yourself as

A native (or close to native) English speaker with a passion for customers and customer service. You are proactive and love to improve every day to deliver a better customer experience. With your independent and proactive attitude you always deliver a WOW experience to our online shoppers.

If this sounds like a job for you, then read on!

Your tasks will include things like:

You will become an operational master when it comes to processes and procedures. You will understand, track and measure processes and have the mindset to highlight improvement opportunities to make our Customers’ and Agents’ life easier;In case of Incidents, you ensure business continuity and you do anything to proactively keep our customers updated about the scenario while sharing appropriate compensations;You will help the CC Lead in keeping stable Customer Care Operational KPIs. You will work to implement recovery initiatives whenever needed or preventive actions to avoid backlog or any other negative service experience;You will provide weekly reports, analyze Customer Care data and help the business in implementing solutions or workarounds to issues that might affect the Customer journey;You will represent the Customer Care team in stand up meetings and within different stakeholders’ groups (among others: the shop team; legal; finance; fraud and payment) and participate in the execution of projects and initiatives;You provide our customer care agents with all up to date knowledge (i.e. new products going live) to serve our customers in the best and fastest way possible;You will need to send mass replies, handle escalations or even Tier 1 tickets whenever the business requires it;You will join weekly reviews and keep track of Agents QA standards and improvement plans.

We are looking for someone with:

At least 4 years of experience in a service-oriented environmentKnowledge of Customer Care related metrics and performance indicatorsExperience in representing the customer perspective in front of a variety of stakeholdersAn analytical mindset to deep dive into data while not missing the big pictureEnglish, excellent in speaking, reading and writingPresentations SkillsOther language skills are a huge benefitTech-savvyTeam player with open and direct communicationOpen to travel to both locations (Amsterdam and Nijmegen) depending on the needs

What we offer:

  • 30 vacation days so you can relax and enjoy time with dear ones
  • An opportunity to have great impact on the success of the company!
  • Budget & time for your personal growth plan, conferences and events
  • Flexible working hours (+ remote work)
  • Laptop+ noise cancelling headset
  • Good compensation and contribution to pension scheme
  • Bootcamps & Yoga
  • Free lunch & snacks (vegetarian & vegan options included)
  • Little hierarchy with focus on teamwork and results, which means that EVERY idea counts
  • An inspiring office and inspiring colleagues in the centre of Amsterdam (next to the Amstel)
  • An environment that values diversity and equal opportunity to everyone

Becoming Recharge.com

Creative Group has been on a special journey for the last 14 years. Like most companies, everything started with the ambition to make an impact on the world around us. We know that what got us here, will not take us there. So we need to adapt and change continuously. Now the time has come to take the next step in our evolution to become the global leader in exchanging digital value. We would like to share that in the next couple of months we will rebrand the company into RECHARGE. The global marketplace for topping up all of your digital value. If you would like to know more about what this change will mean for you and this role, please contact the recruiter and they will be happy to walk you through it. Are you ready to make extraordinary memories and boldly go where no man has gone before?

We are today one of the fastest growing companies in the Netherlands and we are rapidly expanding our footprint around the globe.
Creative Group manages the two high-volume platforms Rapido and Recharge, which process millions of online transactions, seamlessly connecting the service portfolios of partners with the requirements of their consumers:
Rapido is the best and largest online top-up store, with the…


We are today one of the fastest growing companies in the Netherlands and we are rapidly expanding our footprint around the globe.

Creative Group manages the two high-volume platforms Rapido and Recharge, which process millions of online transactions, seamlessly connecting the service portfolios of partners with the requirements of their consumers:

Rapido is the best and largest online top-up store, with the broadest selection of e-vouchers and a strong promise of fast delivery, so all top-up users worldwide can enjoy a continuous service with no interruptions.

Recharge enables everyone to recharge accounts from your mobile. Currently focused on helping expats to support and help their loved-ones back home by recharging their mobile accounts from abroad in just a few seconds.

Creative Group was founded by Dutch entrepreneurs Robin Weesie and Dirk Ueberbach, who are still around to advise us from time to time. In the last 5 years, we have been growing rapidly by opening up new markets, adding multiple services to our offering and engaging with new customers online. We started in the Netherlands as the first e-voucher website. Today, we operate from our Amsterdam office multiple brands in more than 130 countries.

Are you ready for the ride? Join the adventure!

Overig
Amsterdam
125 medewerkers