Pet Care Specialist Manager Netherlands

hace 7 días


Madrid, Madrid, España Zooplus A tiempo completo
Customer Care Manager for the Netherlands

Zooplus, a leading online pet platform in Europe, is seeking a skilled Customer Care Manager to join our team. With over 20 years of experience in eCommerce, we've established ourselves as a trusted partner for pet parents.

About the Role

As our Customer Care Manager for the Netherlands, you will be the primary point of contact for customers, ensuring their queries are resolved efficiently and effectively. Your mission is to deliver exceptional customer satisfaction by providing timely and informative responses.

Responsibilities
  • Monitor market-specific customer care trends and best practices to inform our approach.
  • Develop subject matter expertise on the customer journey, including preferred contact channels, payment methods, and communication styles.
  • Manage customer review pages and external platforms, such as Trustpilot, to maintain a positive online reputation.
  • Lead Service Partners' performance on the market level, ensuring they meet our CC Operations global model standards.
  • Handle complex customer complaints with empathy and professionalism.
  • Implement customer care initiatives on the market level, aligning with our global strategy.
Requirements

To succeed in this role, you should have:

  • Experience managing customer care teams within an e-commerce environment.
  • Proficiency in Dutch and English language skills.
  • Excellent communication and interpersonal skills, with a strong sense of empathy.
  • Able to balance customer needs with business value.
  • Strong analytical skills and ability to navigate changing business requirements.
What We Offer

In return for your expertise, we offer:

  • A competitive salary range of €55,000 - €65,000 per annum, depending on experience.
  • A dynamic and hybrid working environment, allowing for up to 40% remote work.
  • Ongoing training and development opportunities to enhance your skills.
  • A comprehensive benefits package, including private medical health insurance and 28 annual vacation days.
About Zooplus

We're a passionate team of over 1,000 professionals across 10 European offices, committed to delivering exceptional customer experiences. Our success relies on collaboration and leveraging our international strengths.



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