Customer Service Lead

3 weken geleden

Amsterdam, Noord-Holland, Nederland Webfleet Solutions Voltijd
About the Role

As a Customer Service Manager at Webfleet Solutions, you will be responsible for providing ongoing support to our clients and collaborating with them to build strong relationships. Your goal will be to implement business reviews, deliver on agreed actions, and increase our business' revenue potentials while minimizing churn rates.

Your Key Responsibilities
  • Promote our value propositions by understanding the practical procedures of achieving goals and delivering value.
  • Take a long-term customer perspective and create visibility into the client roadmap by understanding customer's organization, its needs, goals, and challenges.
  • Engage with customers in a dedicated and regular manner through quarterly business reviews, roadmap presentations, and product training.
  • Ensure proper portfolio management by monitoring and analyzing product usage data to actively take necessary actions to improve product adoption and reduce churn.
  • Review customer complaints and concerns and seek to improve the customer experience.
  • Conduct diagnostics and identify gaps in the customer's product setup and processes, guiding customers to implement improvements allowed by our service.
  • Proactively support growth by detecting cross- and up-selling opportunities.
  • Develop and implement creative solutions in collaboration with technical experts in case the standard feature set is not sufficient to meet customer needs.
  • Take ownership of escalations until solved according to customers' expectations.

Requirements
  • At least 2 years of experience as a Customer Service Manager or similar role.
  • Exceptional ability to communicate and foster positive business relationships.
  • Experience working with brand image and promoting value through customer experience.
  • Technical skills required, as they relate to the use of the product or service.
  • Accountability and personal organization are essential.
  • Experience in managing a diverse group and training each according to company standards.
  • English and Dutch language fluency required.

What We Offer
  • The chance to work in a fast-moving, innovative, and international team, dealing with different countries and cultures.
  • A company culture that likes to work hard and play hard.
  • Decisive actions and a flat organizational structure.
  • Annual leave days with the option to buy up to days.
  • Working from home up to 3 days a week.
  • A euros gross one-time payment to set up your home office.
  • The chance to work abroad for working days per year.
  • Birthday off and volunteering time off.
  • Unlimited access to LinkedIn learning.
  • Access to Gofluent platform to learn new languages.
  • Employee Assistance Program.
  • Contributory pension scheme.
  • Monthly healthcare allowance.
  • Flexible benefit plan (get up to euros reimbursed on benefit of your choice).
  • Discounts on Bridgestone Tyres, Pizzabakkers, Urban Gym Group, and E-bikes.

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