What you’ll do:
Looking for a key role within our organisation? Can the team lean on your experience, knowledge and process expertise with a "can do" mentality? Well.. then this might be the perfect role for you.
We are going into a new phase with our Company, Vendors and Team that requires 'new insights' and impact is needed on our processes and Channels. This requires someone with senior knowledge in the Customer Service Branche that can push activities to the next level. This together with the Channel Manager, that will be a tactical team that works internal and external closely together.
You will be part of the CR team that works autonomously and has a wide collaboration with Internal teams as external. Your daily work consist of:
Project translation for our operational organizations (global) external and internal
Ownership of customer service journeys and feedback loops
VoTC & QM (C-Sat)
Ownership Tech Landscape & Rules and Regulations
Examples IVR, GDPR, SalesForce, Channel structures, Miroboards
Incident Management – responsible for process and follow up
Innovations / continues improvement, identifying areas of improvements
Analyzing the efficiency and cost of existing business process within CR Team (@Vendors)
Creating and presenting process improvement reports
Overseeing the implementation of New Business processes
You will be working internally within as well the internal Business teams as with the tech/CX/IT departments of our Vendors. You will visit our BLX-Partners occasionally/when needed (location North/east Holland and Brussels)
Who you are:
Fluent in Dutch and English, Dutch is mandatory
an analytic and pragmatic person who understands the branch and landscape of Customer Service
someone with a pragmatic attitude, takes ownership and knows how to take people by the hand
Problem solving / can do mentality / high impact low effort
Stakeholder management with the ability to establish connection with various groups of stakeholders inside and outside the customer service organisation
Ability to challenge and influence key stakeholders
able to translate strategy to something that works
Knowledge of Contact Center landscape/tooling: IVR, SalesForce, Channel possibilities and impact
Analytic, be able to create insides and impact reports
What you’ll get from us:
Competitive compensation package
Opportunity to shape the way we work. Your feedback and opinions are valued at all levels of the organisation
Benefits including stock purchase plan and annual bonus plans
Flexibility to work when and how you want - flexible hours, autonomy to set your own agenda, choice of phone and computer
Smart Working Policy - work remotely some of the time, balanced with time in the office together with your team - between 5 and 45 days per quarter in the office depending on each team.
‘Work from anywhere’ weeks - up to four weeks working from anywhere, as long as you have an internet connection!
Career development, including language classes and Adevinta Academies: specialised content built by our experts on Machine Learning, Agile, Leadership and more
Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.
Marktplaats in The Netherlands, and 2dehands and 2ememain in Belgium, are part of Adevinta: a global online classifieds specialist. The three brands are hosted on a multi-tenant platform, operated from our Amsterdam location, and are the top players in the classifieds space throughout the Benelux region.
We offer consumers the opportunity to trade their unwanted products and contribute to a greener, circular economy. We offer businesses - of all sizes, from the smallest hobbyist to the biggest brands in Benelux - a platform to showcase their goods and services online to over 11 million monthly unique users.
Adevinta is recognised as a sustainability leader and is one of only six companies listed in the Media & Entertainment industry group on the Dow Jones Sustainability Index (DJSI) Europe.