Customer Service/ Community Management

My client is a well-funded, Boston-based start-up consumer products company and they are looking for a head of Customer Account Management. You will form an integral part of our world class team providing an extraordinary customer experience to our customers with the goal of delivering white glove service to drive  high satisfaction and build brand loyalty. You will perform a full range of customer service activities such as obtaining information from customers, taking orders, responding to inquiries or problems both on the telephone and through social networks and educating customers on how to use the products. The office is located in the center of Amsterdam.

Work Hours:

…

Compensation:

Competitive Salary

Location:

Amsterdam

About the company:

…

Responsibilities

  • Ability to lead a team
  • Serving as the front line to the companies customers delivering exceptional service
  • Working through phone and email communication, serving as the primary source of information to answer customer inquiries regarding the companies product and its use
  • Responding to customer queries, concerns raised through social networks in the local language
  • Assisting with the placement of orders
  • Troubleshooting customer issues over the phone and web and delivering recommended solutions
  • Follow on calls with interested customers, partners, restaurants
  • Escalate, research and involve other departments as necessary to resolve customer needs
  • Help localize the companies Europe websites to ensure ‘local’ feel and the right tone of voice
  • Utilize computer technology to handle high call and email volumes
  • Document interactions through contact tracking
  • Demonstrate a positive attitude in approaching challenging situations
  • Maintain a balance between customer benefit and company policy in decision making
  • Handle issues in the best interest of both customer and company
  • Continuously evaluate and identify opportunities to drive process improvements that
    positively impact the customer’s experience

Qualifications

  • Minimum 3 years related experience in a customer service or customer facing environment, ideally with some international exposure
  • Fluent in French and German, ideally one as mother tongue
  • Fluent in English
  • Demonstrated passion for excellence with respect to treating and caring for customers
  • Ability to communicate clearly, warmly and professionally, both verbally and in writing
  • Keen attention to detail
  • Ability to multi task; prioritize and manage time effectively
  • Strong decision making and analytical abilities
  • Ability to judge urgency and follow up immediately
  • Adaptability to changes in the work environment; able to deal with frequent change, delays, or unexpected events
  • Proficient with Microsoft Office Suite of products
  • Proficiency in social media and awareness of new technologies
  • Experience using Microsoft Dynamics or similar CRM system
  • Experience of content management tools would be beneficial but not a necessity
  • Familiarity with using contact center applications to manage telephone call and email workflow
  • Team player with positive, confident attitude toward driving company success
  • Degree level or equivalent work experience

Is this you?

For more information on this exciting role, please contact me David Cives @ David@recruitmentsavvy.com or on 0641552225, I look forward to hearing from you very soon!