Customer Services Manager | English | Undutchables
Undutch & Able

Customer Services Manager | English

Amsterdam, reference 2021-01219

Job description

Responsibilities:
  • Manage and create an international team of multilingual Customer Care Representatives and Supervisors.
  • Develop, manage, and improve company processes for sales orders, service orders, equipment troubleshooting, and issuance of return authorizations for repairs and credits according to policy, process, and country regulatory requirements.
  • Improve the accuracy, productivity, and quality of the department.
  • Develop, revise, and approve policies and procedures for the department.
  • Track adherence to ensure compliance.
  • Develop measurable and achievable goals for the Team to inspire personal growth and promote engagement.
  • Manage customer escalations as needed.
  • Develop reports to track KPIs and other metrics as needed.
  • Manage staffing/scheduling structure to support the complex needs of a multilingual customer-facing department.
  • Provide documentation and company support for training on department procedures and process
  • Identify and share changes in policy and procedures that impact the department.
  • Work cross functionally to resolve complex business problems.
  • Lead the talent acquisition and development for the EU Customer Care team.
  • Check all controllable expenses.

Requirements

Requirements
  • Bachelor’s degree required. Post-graduate studies/degree such as a Masters/MBA desirable.
  • Has to be located in the Netherlands already
  • 5+ years of management experience, preferably in a Call Center and/or Customer Service and Technical Support environment.
  • Proficient with Microsoft Office with intermediate to advanced skills in Excel.
  • Strong communication and leadership skills.
  • Experience creating, measuring, and managing KPIs.
  • Must be able to work flexible hours, OT, and the occasional weekend.
  • Proficiency in English and at least one of the following languages Dutch, German, Italian, or French is a plus

Working conditions

Benefits:
  • Full-time position
  • Permanent role
  • Offering a salary of EUR 59K - 92K per year gross, including holiday money
  • Max. 10% company bonus.
  • To company starts with a one year contract

Salary from: €4500,-
Salary to: €7000,-

Work location

Amsterdam

Company description

Is an international medical appliances company focused on supporting and advising customers by being their trusted partner, delivering high-quality products that last over time and ensure clinical and economic utility.

Recruiter contact

Sie Wai Tsang, Undutchables Amsterdam
siewai.tsang@undutchables.nl
+31(0)6-34154083
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Want to apply?

Recruiter contact

Sie Wai Tsang
Undutchables Amsterdam
E: siewai.tsang@undutchables.nl
T: +31(0)6-34154083

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