FAQs
What is the primary role of the Customer Service Manager at zooplus?
The primary role is to act as the direct link between customers and zooplus, ensuring the best possible support for customers and maintaining high levels of customer satisfaction.
How many agents will the Customer Service Manager oversee?
The Customer Service Manager will oversee a customer service team of 30 to 50 agents.
What are the key performance indicators (KPIs) that the Customer Service Manager will monitor?
The Customer Service Manager will monitor KPIs such as CSAT (Customer Satisfaction), AHT (Average Handling Time), ACW (After Call Work), and FCR (First Contact Resolution).
Is experience in e-commerce necessary for this position?
Yes, experience in managing customer service teams within an e-commerce environment is required for this position.
What languages are required for this job?
Proficiency in both English and Dutch is required for this position.
Will the Customer Service Manager have to handle customer complaints?
Yes, the Customer Service Manager will be responsible for handling sensitive customer complaints.
How will the Customer Service Manager contribute to the overall business?
The manager will provide relevant input across various disciplines such as direct marketing and delivery teams, aiming to minimize customer queries and drive continuous improvement.
What benefits are offered to the Customer Service Manager?
Benefits include a 20% discount in the zooplus shop, training opportunities, team events, 28 annual vacation days, private medical health insurance, and a hybrid working model.
Are there opportunities for training and development in this role?
Yes, the company offers internal and external training opportunities.
Does zooplus commit to diversity and inclusion?
Yes, zooplus is committed to equal opportunity and values diversity and inclusion among all team members.