The Job

As a Customer Service Representative, you are part of a growing B2C Customer Support team in the world of online F1 & Official webshop of Manchester City. You are the direct link to our customers and aim for optimal customer satisfaction by offering a great service approach and pro-active attitude. You can contribute to the growth our B2C department and lift our customer service to the next level.
You are responsible for offering our customers the ultimate experience while buying merchandise from their favorite sports team. All this is done to ensure that the fans of the best F1/ Motorsport & Football teams will also become fans of our online stores.

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

This role is based in Den Bosch, 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.

Stichd

Customer Service Representative

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