Senior Customer Experience Specialist (Dutch, Full time)
Helloprint
Valencia, VC, ES
hace 5 días

Start your new career abroad today!

Have the adventure of a lifetime in sunny Valencia

360 days per year of the sun in Europe’s most attractive city according to Lonely Planet

  • 140 colleagues in Valencia from all around the world
  • Amazing company activities, events, parties, and many more!

    Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever

    Free Spanish & Dutch classes

    Breakfast and Lunch is on us!

    Become part of our Growth Program , with plenty of job opportunities

    Helloprint is one of Europe’s fastest-growing technology companies and is active in +10 countries. As a fast-growing start-up, we are always hungry for better, faster growth for our offices in Rotterdam and Valencia.

    As we want to grow faster we are searching for new Helloprinters. People who are curious and hungry people who want to design their own road to success.

    You want to make the utmost of your career.

    Are you ready for your next step? Maybe a step to the beautiful city of Valencia? The Helloprint adventure might just be the adventure for you.

    Get to know Europe’s most ambitious start-up and start making the most of your opportunities today.

    Senior Customer Experience Specialist (Dutch, Full time)

    As Senior CX Specialist, you share the responsibility for the performance of the BENL team with the Team Lead. You are an articulate, energetic, and enthusiastic CX professional with the ambition for leadership and the skills to motivate others.

    You are passionate about providing the best possible level of customer experience, trying to overcome obstacles, as well as leading by example by handling customer requests and complaints just like my colleagues.

    All in the context of a High-Performance Culture.

    Together with my team and in close cooperation with my Team Lead we manage a set of Customer Service KPIs as 9+ quality score, Customer Happiness, and SLA performance.

    Responsibilities

  • Lead by example, I am a pioneer and I always have the core values in mind;
  • Responsible for a group of Specialists / Interns, I monitor their productivity, their behavior and I report qualities and abnormalities to the CX Manager and Team Captains;
  • Check the CSAT, SLA and Productivity on a daily basis and prepare a battle plan to achieve the goals with Team Captains.
  • Make sure the returned list and the delay list are covered every day;
  • Support the Team Captains and replace my Team Captain during their absence;
  • Provide the Team Captains with feedback on working procedures and employees performance and I come up with suggestions to improve every day;
  • Monitoring inboxes and distributing work appropriately;
  • Develop my colleagues productivity and quality by reviewing interactions with customers to be sure that the group of Specialists is following the 9+ communication, I give them constructive feedback;
  • Assist agents who have questions by being active on the work floor;
  • Follow the daily planning, I align with the Team Captains and I adjust it when necessary, I monitor the day through the different channels of chat, phone and email;
  • Train new members of the team;
  • Manage customer complaints and escalations in a professional manner resolving the problem through the most effective means possible, this means I can take my own decision based on the information we have from customers in order to maintain satisfaction and company goals;
  • Work closely with CH&I to advise on the procedures that can be improved.
  • Do you think you are the missing piece of the puzzle? Keep reading!

    Requirements

  • Experience in management or leadership and previous experience in a customer service environment and / orcall center;
  • Fluent in Dutch;
  • Be flexible to work in shifts according to internal needs;
  • Exceptional communication and organizational skills;
  • Able to communicate effectively, provide constructivefeedback, mentorship, and coaching;
  • Strong interpersonal skills with the team and cross-functional colleagues;
  • Leadership by example, able to motivate, inspire and create an inclusive and positive work;
  • Flexible and available for working Monday - Sunday between 8 : 00-21 : 00h.
  • What we offer

  • A unique challenge at a fast-growing European e-commerce company;
  • The adventure of your lifetime in sunny Spain;
  • A great community of more than 140 like-minded young professionals in Valencia from 36 nationalities;
  • Opportunities to grow personally and professionally, even into our Leadership Team. We don’t look for age or background, if you are extremely good, you will grow quickly;
  • Support with Spanish administration processes and relocation;
  • The best events and Friday drinks;
  • Free Spanish & Dutch classes;
  • Attractive discounts on Urban Sports Club to enjoy a broad variety of sports whenever and wherever;
  • Breakfast, Lunch and healthy snacks are on us. Enough to keep you going all day!

    More about Helloprint

    Helloprint is a fast-growing international e-commerce company, ready to scale at large. With our mission to become Earth’s largest platform for printed products, we constantly challenge the status quo and try to do things differently.

    Helloprint is headquartered in Rotterdam, the Netherland’s best place to grow yourself. Together with our offices in Liverpool, Paris, Valencia, Lisbon and Manila, our 200+ team from 36 nationalities is working in an entrepreneurial culture where freedom and responsibility are leading to high-performance.

    Are you up for it?

    Apply now and let us know why you are the perfect match for our team!

    Welcome to Helloprint. Design Yourself.

  • acquisition will not be appreciated, potential talent only please.
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