Customer Service Representative BC

Customer Service Representative B2C The JobAs a Customer Service Representative, you are part of a growing B2C Customer Support team in the world of online F1 & Official webshop of Manchester City. You are the direct link to our customers and aim for optimal customer satisfaction by offering a great service approach and pro-active attitude. You can contribute to the growth our B2C department and lift our customer service to the next level. You are responsible for offering our customers the ultimate experience while buying merchandise from their favorite sports team. All this is done to ensure that the fans of the best F1/ Motorsport & Football teams will also become fans of our online stores. The company’s current brand portfolio For our Fanwear business: Ayrton Senna, BMW Motorsport, Formula 1, Formula E, Mercedes F1 Team, Porsche Motorsport, Scuderia Ferrari F1 Team, Aston Martin F1 Team and Manchester City Football Club, BMW Lifestyle. Your Mission

• Be the first point of contact for our customers and represent our stores with the best service via several contact channels: e-mail, phone, live chat, social media;
• Logistics and refund management together with finance when customers have received faulty or incorrect goods;
• Work together with the B2C E-commerce team to grow the business and maximize our service approach;
• Align and agree with different stakeholders (logistics, returns, finance, carriers) to find your answers for the best customer solutions;
• Help to improve processes to make the customer journey as efficient and easy as possible for both our customers and our B2C team;
• Ensure that KPI’s and service levels are met;
• Always be up to date: promotions, new products and upcoming marketing events.

Your Talent

• Customer Service experience: you will be in direct contact with our customers;
• Experience with logistics, return and refund management;
• Work with different systems at the same time: eager to quickly make new systems your own, e.g. SAP, Salesforce Service Cloud;
• Great communication skills: verbal and written;
• Fluent English and Dutch
• Organized / structured personality: work with different systems and stakeholders;
• Be flexible, e.g. around peak periods and between different webshops;
• Proactively focus on continuous improvement of processes;
• Work independently – dare to search for answers in the company – but also as a team – we always share the same message to our customers;
• Easy to shift between different tasks and questions;
• Affinity with sports would be an advantage.
• Available for at least 32 hour

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