Customer Service Manager

2 weken geleden

Nieuwegein, Nederland GT Ecom B.V. Voltijd

GT Ecom is looking for a **Customer Service Manager**to help us scale and strengthen our customer experience operations. This role is perfect for someone who has **a background in customer service**, some **initial management or leadership experience**, and the ambition to grow into a larger management role.

**What You’ll Do**
- Support and manage the daily activities of the customer service team.
- Monitor and analyze customer service data to identify trends and areas for improvement.
- Optimize return flow to minimize refund rate while maintaining a great customer experience.
- Lower dispute rates to avoid PSP suspensions and protect payment operations.
- Improve Trustpilot ratings and processes to help avoid GMC suspensions.
- Leverage AI and automation to ensure scalable returns and other customer service processes.
- Work closely with cross-functional teams (Supply Chain, Marketing, IT) to ensure smooth processes and communication.
- Assist in developing processes and tools to improve efficiency and customer satisfaction.

**What We’re Looking For**
- **Background in Customer Service** - you’ve worked in a CS team before and understand customer expectations.
- **Junior management experience** - perhaps you’ve led a small team, trained colleagues, or taken on a shift-lead role.
- **Smart and technical mindset** - you like problem-solving, improving systems, and working with tools and data.
- **Data-driven mindset** - skilled at working with data to identify insights and make informed decisions
- **Location requirement** - Dutch national or permanently based in the Netherlands, without the need for visa sponsorship now or at any time in the future.

**Be part of a fast-growing international e-commerce company with a strong presence across Europe and other parts of the world**

**The Company in a Nutshell**

We are committed to cultivating a culture of hard work, freedom and responsibility, constant improvement, and positivity in our team.

**The Upsides of Working with Us**
- Thrive in a results-driven environment with the autonomy to shape your own approach
- Achieve a great work-life balance with remote work and flexible schedule
- Enjoy a competitive salary that reflects your skills and contributions
- Collaborate with a dynamic remote team
- Be a key player in our rapidly growing company

Pay: €30,00 - €40,00 per hour

Expected hours: No less than 40 per week

Ability to commute/relocate:

- 3433 Nieuwegein: Reliably commute or planning to relocate before starting work (required)

Work authorization:

- Netherlands (required)

Work Location: In person

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