Customer Service Representative

The Job

Your Mission

• Be the first point of contact for our customers worldwide and represent our stores with the best service via several contact channels: e-mail, phone, live chat, social media;
• Logistics and refund management together with finance when customers have received faulty or incorrect goods;
• Work together with the B2C E-commerce team to grow the business and maximize our service approach;
• Align and agree with different stakeholders (logistics, returns, finance, carriers) to find your answers for the best customer solutions;
• Help to improve processes to make the customer journey as efficient and easy as possible for both our customers and our B2C team; 
• Working closely with colleagues in stadium store in Manchester.
• Ensure that KPI’s and service levels are met;
• Always be up to date: promotions, new products and upcoming marketing events.
   

Your Talent

• Customer Service experience: you will be in direct contact with our customers;
• Experience with logistics, return and refund management;
• Work with different systems at the same time: eager to quickly make new systems your own, e.g. SAP, Salesforce Service Cloud;
• Great communication skills: verbal and written;
• Fluent English and Dutch
• Organized / structured personality: work with different systems and stakeholders;
• Be flexible, e.g. around peak periods and between different webshops;
• Proactively focus on continuous improvement of processes;
• Work independently – dare to search for answers in the company – but also as a team – we always share the same message to our customers;
• Easy to shift between different tasks and questions;
• Affinity with sports would be an advantage.
• Available for at least 32 hours
• Working 2 shift a day. 8.30 til 17.00 and 9.30 til 18.00 hours

This role is based in 's-Hertogenbosch, the Netherlands. Working remotely from other countries is not possible.

To be considered for this position, you must be legally authorized to work in the Netherlands without the need for a work permit.

We Offer

• Our salaries are based on 38 hours per week, but fulltime work is 40 hours per week. Instead, you choose between a lot of holidays; 40 per year ór choose for a 40-hour salary per month with still 28 holidays. You can switch every six months;
• Annual bonus scheme;
• New hires (introduction) days with all new colleagues from all our global offices;
• Great offer of e-learnings and a training offer for personal development;
• Enough free fruit for you daily vitamins;
• Provided lunch for low cost;
• Choose between lease-bike, NS Business Card or travel by car for € 0,23 per km (>10km).
• 8% holiday allowance, employee insurances and a good pension scheme;
• Employee discount on the PUMA, Levi’s, Fuelforfans and BMW Lifestyle websites;
• Hybrid working. On fulltime basis 3 days in the office and 2 days at home (incl. allowance for home working);
• Flexible working hours, modern workspace and a good working atmosphere;
• International working environment with colleagues of more than 50 different nationalities;
• Wellbeing activities (f.e. yoga, pilates and bootcamp);
• Community involvement (stichd impact tool);
• stichd drinks 5/6x per year in the city center of Den Bosch;
• Work hard, play hard. Our stichd-events are legendary.