Customer Service Coach

With so many individuals and diverse backgrounds, we are in need for an experienced Customer Service Coach in our Hilversum office who will help our agents grow in their skills. We hope to find a great fit for our team, someone who is just as enthusiastic about improving Customer Experience and ensuring our agents are skilled enough to handle any enquiry they might receive in the most friendly and efficient way.

Your primary focus will be on our Hilversum office, where we serve our Dutch, English, Spanish and French customers. However, we would like our new Coach to also contribute to our overall processes and Quality Management in which we try to align as much as possible within the three offices. There might be some travel needed every now and then to visit our Copenhagen or Gelsenkirchen office.

Your key responsibilities…

• Together with the team build, grow and professionalize our Quality management process.
• Monitoring the performance of the team and identify areas for improvement within the team and/or individual agents and build workshops or development plans. This can be focused on skills, knowledge, tone of voice or even efficiently using our applications.
• Individual 1-1 coaching of our lovely customer-centric agents.
• Making sure all our processes and information is correctly described in our Salesforce Knowledge base.
• Contribute with any ideas you have on how to improve our Customer Experience.

You ideally…

• Have 2 years experience as a Coach in a Customer Service environment.
• Good didactic skills, you know how to transfer knowledge to other people in different ways.
• Are positive, reliable and in the possession of a sparkling personality!
• Speak fluently Dutch and English, bonus points if you speak German.
• Additional bonus point can be scored if you have experience in E-commerce/Fashion.
• As a Coach you are a role model and very secure in everything you do.

We offer…

• Passionate colleagues and a dynamic work environment in our international HQ.
• Lots of ownership, responsibilities and room to grow within and beyond the CS department.
• A very fun team, we work hard for our customers but we take every opportunity we have to have some fun together!
• Chance to be a part of a global and social brand
• Staff discount

Hunkemöller strives to be a much loved, social & inclusive brand. A place where people love to work, are proud of the brand, and where we create true brand ambassadors. Working in a passionate, energetic, design-led and performance-driven environment where our key customer persona 'Shero' sits at the heart of everything we do. Hunkemöller is a certified TOP EMPLOYER of the Netherlands 2023, which underlines our people initiatives and achievements.

Together Tomorrow – Join a Retailer that's on the move to be better for our planet, better for people, better together! From diversity & inclusion, reducing waste, to product care and how we work with our suppliers, our Together Tomorrow initiative reflects what we do and helps drive change across our business. Ready to help us achieving our ambitious goals? Where ever you'll start working with us, if in Stores or our HQs, you can contribute!

Apply now with your CV or LinkedIn profile only.

For this role, we’re not looking to work with external agencies.