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CX Specialist

• Reference code: 151218

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Customer Experience Specialist

(Fulltime / Parttime, 32-38 hours per week)

Satisfying customers is what it's all about! In your role as a Customer Experience Specialist, you will play a crucial part in this. You enjoy working with content and will be actively involved in the ongoing development of our international customer service and websites.

This is your daily action

As a Customer Experience Specialist at Action, you will play a key role in strengthening our customer-focused approach. You will be part of the CX team and have a functional connection with the Customer Service Manager. Your core task will be a thorough analysis of the various customer journeys in order to identify obstacles and opportunities for improvement. In collaboration with the various teams, you will focus on challenging projects such as optimisation of the return process for defective webshop items and the design of a chatbot experience together with the knowledge specialist and relevant Product Owner.

Taking an innovative and digitally driven approach, you will lead the implementation of a continuous improvement roadmap aimed at streamlining processes to e.g. ISO certification standards. You will analyse key metrics such as CSAT and CES, generating valuable insights to enrich both the customer and employee experience. You will focus on self-service to ensure customers can find what they need effortlessly. In short, as a Customer Experience Specialist, you combine innovation, digitalisation and customer focus to create a seamless and satisfying customer experience!

Meet your team

With tens of millions of fans across Europe, we keep surprising them week after week. We are constantly expanding the Action brand using a data-driven approach and by working in agile teams. In Marketing and Digital, we are responsible for the marketing and communication strategy and its execution. We are building more and more digital visibility and interaction. From customer surveys to designing our award-winning leaflet in our own Action Studio, and from private labeling to webcare, the app, and social media campaigns. Our biggest challenge is One Breath, One Format, online and in more than 2,500 stores in 11 different countries. Learning new things every day and working with the nicest colleagues to make our popular brand even more successful is what makes us happy. You too?

Curious to learn about your new colleagues? Sidhi and Christiane will be happy to work with you!

This is you

You have a digital mindset and put the customer first in everything you do. You tackle your work with an innovative and proactive "can do" mentality. You are good at taking advantage of opportunities and effectively implementing the roadmap. You are accustomed to an agile, digital approach and you don't just make changes, you also ensure that ideas become reality. With experience in Sprints and a focus on the customer perspective, you make things happen and achieve results.

You also have the following:

• At least 3 years of relevant work experience within Customer Experience/Service in a B2C organisation, preferably in retail, hospitality or e-commerce
• Experience with digital commercial platforms and/or digital projects in an agile working environment
• Knowledge of customer journey mapping, research and optimisation
• Excellent command of Dutch and English (both spoken and written)

What we offer

Surprisingly more! From our bustling home base in the Netherlands, you'll have an impact on the whole of Europe. Today we have more than 2,500 stores in 11 countries and millions of smiles from our customers. And we have big growth ambitions. For Action and you. Because our growth means that you can always take new steps. A different job, an interesting innovation project, and new skills: as a professional, you can develop without limits. And all this in a culture where our shared values are truly lived: customer focus, teamwork, simplicity, discipline, cost consciousness, and respect.

Did you know that you can also count on us for:

• An annual bonus beteween 7,5 and 15% based on personal and company targets
• 24 days of holiday with the option to buy five additional days (based on 38 hours per week)
• Flexible working hours and the option to work 40% of your working hours working from home (in coordination with your team and manager)
• 15% staff discount on your purchases at Action
• A good pension scheme, collective health insurance and travel allowance (Zwaagdijk-Oost is reachable from Amsterdam by car in just 30 minutes on uncongested roads or through public transport, using the shuttle bus from Hoorn train station)
  

If you only know Action from the stores, a new world will open up for you when you join us.

Functie:	distance calculator
Startdatum:	06-03-2024
Ervaring:	Ervaren
Educatielevel:	HBO
Contracttype:	Vast
Salaris:	onbekend – onbekend
Uren per week:	38 – 38

Heb je interesse in deze vacature en wil je graag op deze functie solliciteren? Neem dan contact op met Action via onbekend of onbekend. Of bezoek hun website onbekend.