-Provide professional and courteous care to MiniBrew customers.
-Help setup and improve the design of our existing customer service workflow
-Reply to real-time customer inquiries by email regarding general questions, order discrepancies or account issues, etc..
-Work closely with the marketing & sales team, development, and quality assurance teams; to quickly resolve order discrepancies or anomalies
-Create and monitor internal cases for tracking wide range of issues that touch customer service flow, from process improvement, customer-reported issues and order problems
-Use debugger and database management tools to resolve technical issues quickly
-Use order tracking tools to monitor, as well as modify or cancel, orders as needed
-Contact customers to remind them when orders are delayed or cancel orders when appropriate
You will be responsible for a wide range of queries from our EU end-consumers and business-to-business partners. Partner with Development and Quality Assurance to support and prioritise ongoing applications and systems development requirements.
We are seeking a candidate who is self-motivated, creative and proactive, to work successfully in a fast-paced, agile environment - including setting up the customer experience plan from scratch.
-Must derive a genuine sense of joy from the process of helping others
-Relevant work experience of minimum 3 years in sales role or customer experience role is a prerequisite.
-Basic familiarity with OOP and Relational Database technologies.
-Tech savvy and able to pick up new programs quickly.
-Ability to synthesize technical information and apply to customer's solution
-Understanding, experience or passion for E-commerce, order management, shopping, and/or alternative fulfillment experience highly preferred
-Ability to remain calm, courteous and focussed during even the most difficult customer interactions
-Proactive and not afraid to speak up and take up own initiatives
-Flexibility with schedule: available nights and weekends to answer urgent customer emails as needed is a plus.
-Manage and grow a customer service and tech support team while coaching interns.
-Excellent verbal and written communication skills in English.
-A good level of Dutch and you feel comfortable in communicating with our clients
-Knowledge of and experience with automated CRM tools and have experience with case systems or you are eager to learn, set it up and work with it
-Knowledge about beer and brewing beer is a big plus.
We offer you a competitive startup salary starting €40.000,- a year - on a full time 40/hrs work week.
Bonus agreement defined on %, based on retention & customers satisfaction ratios
Stock-options to grow in, as growth is a team effort, a part of our company could be yours.
A personal growth plan based your personal objectives and key results.
The main goal of this program is to connect the company, team and your personal objective to measurable results, making people move faster together in the right direction and knows what others are focussing on.