Responsibilities:

• Customer Journey Optimization: Continuously monitor main contact drivers and implement actions to enhance the customer journey and reduce contact volume.
• Process Expertise: Maintain expert knowledge of company processes, particularly those involving customer interactions.
• Cross-Department Collaboration: Participate in broader company initiatives to improve processes, the customer journey, and interdepartmental collaboration.
• Industry Trends: Stay informed about the latest industry trends and techniques to continuously improve customer service operations.
• Vendor Liaison: Act as the primary liaison between internal departments and the outsourced customer service agency.
• Goal Setting and KPI Management: Establish clear goals and KPIs, ensuring the outsourced agency has the necessary tools and knowledge to achieve these objectives.
• Contract Management:
  • Ensure adherence to all contractual agreements between the company and the outsourced agency.
  • Regularly review and update contracts to reflect any changes in service requirements or business needs.
  • Monitor compliance with contract terms, including service level agreements (SLAs), and address any discrepancies promptly.
  • Conduct regular audits of the outsourced agency’s performance and financial submissions, including hours, invoices, and reports.
• Financial Oversight: Review and verify hours, invoices, and reports provided by the outsourced agency.
• Reporting and Analysis: Prepare and analyze weekly and monthly reports and surveys to track performance and identify areas for improvement.
• Project Management: Initiate, manage, contribute to, and follow up on projects aimed at improving the customer journey.
• Issue Resolution: Proactively identify and address issues, ensuring timely and accurate follow-up with relevant stakeholders.
• Team & Vendor Management: Managing a small team & the relationship with the outsourced party.

Key Qualifications:

• 5+ years of experience in customer service, customer experience, or operations roles, with a focus on service delivery and process improvement.
• Previous experience managing or directly liaising with outsourced customer service providers, including overseeing contracts, SLAs, and performance metrics.
• Demonstrated experience in analyzing customer contact drivers and implementing data-driven initiatives to improve the customer journey and reduce contact volume.
• Strong understanding of customer service operations, including escalation management, KPI tracking, and workflow optimization.
• Proven project management experience, with the ability to initiate, manage, and follow up on cross-functional projects and initiatives.
• Excellent communication and stakeholder management skills, with the ability to collaborate effectively across departments and influence decision-making at multiple levels.
• Familiarity with industry best practices and emerging trends in customer service and experience.
• Fluency in English & Dutch (spoken and written) is required; additional language skills are a plus.
• Bachelor’s degree in Business, Operations, Customer Experience, or a related field (preferred but not mandatory).

Benefits

• 25 Days of Annual Leave: As a full-time employee, you will receive 25 days of paid holiday each year, with the flexibility to buy or sell up to 4 additional days to meet personal needs.

• Hybrid Work Model: We offer a flexible hybrid work environment, enabling you to seamlessly balance office and remote work to enhance productivity and work-life balance.

• Work From Abroad: Take advantage of the opportunity to work remotely from abroad for up to 2 weeks annually.

• International Work Environment: Join a dynamic, global team that fosters collaboration and cultural diversity, providing you with a rich and inclusive professional experience.

• Partial Travel Allowance: Benefit from a partial travel allowance to support your commuting costs, ensuring your journey to and from work is more affordable.

• Hunkemöller Academy: Gain access to our Hunkemöller Academy, offering a wide range of professional development programs to support your career growth and skill enhancement.

• Employee Discounts: Enjoy a 25% discount on all company products, allowing you to access our offerings at a reduced price.

We are not looking to work with recruitment agencies! Any unsolicited sharing of CV's will be considered a NO FEE applicant.