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Customer Service Lead +

Netherlands, Noord-Holland, Amsterdam (HQ)Customer Service

Job description

Hi, we are Swapfiets! 👋 The bicycle subscription where you are always assured of a working bicycle. Our mission? Making cities more livable and sustainable under the motto 'buy less, use more'.

We are continuing our growth journey in our expansion in Europe! Hence, we are looking for a Customer Service Lead to join us and build a sustainable and high standard business. This is a role for an individual who has 1-3 years of experience in a similar role, with the right balance of technical knowledge and business knowledge of Customer Service. You will play a critical role in a dynamic and rapidly growing organization where your contribution will make a visible impact everyday.

For our HQ in Amsterdam we are looking for a: Customer Service Teamlead +.

Do you recognize yourself in this? 
As Teamlead of our Customer Service department Swapdesk, you are an indispensable key in leading and coordination of our Customer Service employees and our operation. You support our customer service team and try to resolve questions or complaints from our members as best as you can. In addition, you are also the person of contact for the operation and together with the other team leads you ensure that every day runs smoothly. In addition, you develop procedures and train your team to get one step further every day! Together with us, you want to ensure an optimal customer experience every day!

What are you going to do

  • Leads and develops Customer Service agents (+/- 10 FTE) with focus on productivity and customer satisfaction;

  • Support agents with member questions and handles escalations of difficult cases;

  • Focuses on KPI response times;

  • Performs daily/weekly KPI and ticket analysis leading for DE & DK;

  • Works closely together with Store & Field to enable a smooth and sustainable day to day way of working;

  • Supports with successful implementation of changes by “build the business” team

  • Supports hiring new employees

  • Gives input to owners of Happeo and FAQ proactively to make sure this is up to date

  • Represents Swapdesk towards the CE++ meeting structure

Job requirements

Who are you?
  • You are available full-time (minimum 36 hours per week) at our head office in Amsterdam;
  • You have at least 1-3 years of work experience in a similar role (customer service, customer care or support, etc.);
  • Helping others makes you happy;
  • As you read this, you are already applying for a job. Multitasking is not a problem for you;
  • Experience with Zendesk is a strong plus;
  • You master both Dutch and English;
  • Members are your number 1. That's how you start and end the day!

Will you join us? Then your growth path could look like this:
At Swapfiets, we not only find a sustainable footprint important, but also a sustainable career for our colleagues. We offer you the opportunity to develop further within our organization in the direction that suits you!

Once you apply

Our recruitment team will contact you to go through your application. This is followed by a first interview with two of our Customer Service colleagues. Positive feeling? Then follows a second meeting with our Customer Service manager. Are you and Swapfiets still as enthusiastic at the end of the process? Then you will receive an offer to join the Swapfiets team!