Customer Operations Expert

Job description

The role

We’re on the hunt for a Junior Customer Operations Expert for our Customer Operations team at Recharge.You will work together with enthusiastic colleagues on increasing customer satisfaction, reducing the number of incoming contacts, and building a valuable service environment.

Job requirements

What you have

  • Excellent English in speaking, reading and writing

  • At least 2 years of experience in a service-oriented environment with rounded Knowledge of Customer Centric performance indicators and related initiatives

  • Experience in managing knowledge articles and monitoring content value

  • An analytical mindset to deep dive into data while not missing the big picture

  • Experience in representing the customer and CS Agent perspective in front of a variety of stakeholders

  • Team player with open and direct communication

  • Having Tech Savvy skills (experience with coding: Zendesk, html, javascript ...) and experience working in multilingual environments are a plus


What you will do

  • Become an operational master when it comes to processes and procedures. You will understand, track and measure processes and have the mindset to highlight improvement opportunities to make our Customers’ and Agents’ life easier;

  • In case of Incidents, during business hours and outside of, you ensure business continuity and you do anything to proactively keep our customers updated about the scenario while sharing appropriate compensations;

  • Help the Customer Operations Lead in keeping stable KPIs. You will work to implement recovery initiatives whenever needed or preventive actions to avoid backlog (from incoming Customers email enquiries and Trustpilot feedback) or any other negative service experience;

  • Help the Customer Experience Lead in monitoring the Voice of the Customer, highlighting trends, defining cases and suggesting solutions. You will also set a leading example for other agents when it comes to Customer Centricity;

  • Provide weekly reports, analyze Customer data and help the business in implementing solutions or workarounds to issues that might affect the Customer journey;

  • Provide our customer care agents with all up-to-date knowledge (i.e. new products going live) to serve our customers in the best and fastest way possible, by managing an updated and valuable knowledge base center;

  • Join weekly reviews and keep track of Agents QA standards and improvement plans;

  • Represent the Customer Service team in stand up meetings and within different stakeholders’ groups (among others: assortment, the shop team; legal; finance; fraud and payment) and participate in the execution of projects and initiatives


What we offer

  • 30 days vacation, great compensation, pension contributions & one of the best relocation packages in Amsterdam

  • Choice of a Macbook Pro (13” or 15”) or a HP laptop

  • A budget for headphones, books and learning so you can grow in your role

  • Flexible hours and home office support so you can WFH safely and comfortably

  • An international English-speaking office & free Dutch courses to help out with daily Dutch life

  • Free lunch & snacks every day with veggie & vegan options

  • Weekly bootcamps, yoga sessions & Friday drinks*

  • Regular parties & celebrations*

*Online during Covid-19 restrictions


Why Recharge.com?

We're on a once-in-a-lifetime adventure to scale up our company and become the global leader in prepaid branded payments — and we’re only just getting started! We're already Europe’s leading one-stop shop for branded payments. This is your chance to join our international team of over 120 Rechargers as we take on the industry and make our way to the top, expanding to new markets, products, services and solutions. Operating in over 150 countries around the world, we’re growing each and every day as we process millions of online transactions and connect leading brands to global consumers. Are you joining us for the ride?

To find out more about our company culture, values and big wins, head to company.recharge.com.