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Customer Service Outsource Manager Amsterdam Netherlands

Customer Service Outsource Manager

Amsterdam | North Holland | Netherlands

About us

At Fontem Ventures our purpose is to deliver a better alternative to smokers around the world.

Fontem Ventures is an innovative consumer goods company, producing leading e-cigarette brands, as well as lifestyle energy products. Headquartered in Amsterdam, with more than 200 employees working across offices in Amsterdam and the USA and research labs in Hamburg and Beijing. Fontem Ventures is dedicated to developing and growing a portfolio of innovative non-tobacco product opportunities in lifestyle consumer goods categories.

The role

The Customer Service Outsource Manager is responsible for setting and achieving Customer/Consumer satisfaction & conversion targets across Europe and the rest of the world by managing the external Consumer Service provider TTEC. Managing a team of 24, currently, along with 3 Lead Agents and 2 managers based, currently, in Belfast Northern Ireland. Working closely within the Digital team the Customer Service Outsource Manager feeds back to all key stakeholders including CRM Manager, Webshop Manager, Quality Manager and key stakeholders from Sales and Marketing Europe. Building KPI’s and ensuring they are met including driving conversion on the Digital platforms.

Key accountabilities

  • Managing 3rd party Customer Service centre for the UK , Italian France, German, Austrian, Russian , Spanish and Japanese market through 3 direct reports (total team still not defined)
  • Establish and ensuring ways of working for Service Operations within defined business hours
  • Set KPI’s for Consumer Service Levels with line manager and team and ensuring they are met
  • Development of on KPI performance reporting
  • Ensure Customer Services is continuously using innovative ways through technology and interactions to get consumers into the Eco System.
  • Initiate development and ongoing review of Customer handling procedures, including crisis management and RAP Team
  • Feeding into Key Projects from a Consumer Service perspective “Be a voice for the consumer”
  • blu as a brand is growing and will be launched in multiple new markets within the coming years, this means the Customer Service Outsouced Manger will be required to work closely with TTEC to launch on time successfully.
  • Drive consumer conversion through new Customer Care function interaction- direct consumer communication
  • Initiate the provision of support on products, complaints, campaigns and loyalty Programs for the Customer service department
  • Initiate training plan for Customer Service team, delivered by Fontem training manager
  • Give a 360 degree view of Customer/Consumer by managing the Customer Feedback Loop and evaluation
  • Ensure Consumer Service Strategy is aligned with local Markets
  • Work closely with the local Markets NGP Departments to feedback monthly reports covering:- Faulty product reports, FAQ’s from consumers.
  • Initiate development and execution of the Returns Strategy
  • Build rewards incentive for Consumer Service Agents with TTEC
  • Budget management ; forecast departments costs, budget responsibility management of 6m
  • Develop and implement new Customer Service soft wear functions.
  • Define and implement continuous improvements
  • Reon Consumer Service

Skills & experience

Essential

  • At least 4 years experience first-hand experience of Customer handling in a high paced environment
  • An affinity with marketing technologies i.e. Service Cloud, Wave etc.
  • Understanding of NGP Consumer Activation, CRM & lifecycle management 
  • Worked within FMCG prior
  • Experience with working with third parties
  • Experience working with multiple markets
  • Training skills
  • Fluent in English, written and verbal

 

Desirable

  • Product knowledge vaping products

What we offer

Excellent salary and benefits

Next steps

If you’d like to apply for this position or find out more about the role, than please apply below

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