Ofertes d'ocupació a zooplus

• Nivell d'experiència---
• Tipus de contracteA temps complert
• PublicadaNova

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

We're on a mission to create joy for pets and their parents, driven by our core values of Care, Courage, Openness, and Simplicity. At the heart of everything we do, they inspire us to grow, raise the bar for our customers and fuel a pet-first business.

Job Description

We are looking for a motivated E-commerce Specialist for our different European markets.

Your tasks:

• Covering daily operations connected with our Website, CRM, and promotions campaigns
• Planning, briefing and uploading banners, creating landing pages and content pages
• Creating products and promotions and performing content updates and other optimizations
  
  

• Fluent in English and one additional European Language Italian, French, Spanish, German, Hungarian, Dutch, Danish, Norwegian, Slovenian, Czech language.
• General marketing or commercial knowledge or relevant work experience
• Very good communication skills, self-organization and the ability to prioritize tasks
• A strong quality consciousness, clear focus on results and implementation skills
• Interest in e-commerce and pet industry would be an advantage
  
  

• Nivell d'experiència---
• Tipus de contracteA temps complert
• PublicadaNova

Company Description

More than 20 years ago, zooplus was one of the first to bring the pet category into the world of eCommerce. Today, we stand strong as Europe’s leading online pet platform, delivering moments of happiness to more than 9 million pet parents each year.

Job Description

As our Customer Care Manager for the Netherlands with Dutch, you are the direct link between customers and zooplus. Your mission is to support customers in the best possible way and ensure the highest possible customer satisfaction.

Responsibilities:

• Monitors and provides insights regarding market specific CC trends and best practices.
• Subject matter experts in customer journey on the market level (for example, specific/ preferred contact channels, payment methods, communication style preferences, etc.)
• Manages customer review pages and other external platforms relevant to the market in the market language (Trustpilot, etc.)  
• Manages Service Partners’ performance on the market level according to CC Operations global model (customer satisfaction, net promoter score, customer review pages rating etc.)
• Handles very difficult and sensitive customer complaints.
• In charge of Customer Care initiatives implementation on the market level.
• Delivers relevant input in other disciplines (e.g. Direct Marketing, Delivery teams etc.) in order to minimize incoming customer queries.
• Actively works together with Delivery Experience Management in order to safeguard zooplus delivery promise and aligns with shop operations in relation to customer communication e.g., on delays. 
• Provides relevant customer feedback to other disciplines to stimulate continuous improvement.
  
  

• Experience in managing customer care teams (including CC tools, preferably Freshdesk) within e-commerce environment.
• Proficient level in English Language and any other European language would be a plus
• Very good communication skills and strong sense of empathy.
• Ability to weight customer needs and demands towards business value.
• Strong analytical skills.
• Open to change and easily navigating within the changing business requirements. Can do attitude.