Customer Support Senior Associate (Dutch or German Speaking)
bloomon is turning the flower industry on its head - for the better. How? By disrupting the traditional supply chain! We skip the auction and wholesale, to shorten the journey for our flowers. And we harness technology, brand and innovation to deliver gifts and subscriptions that delight our customers across Europe.
We launched in Amsterdam in 2014, and in 2021 joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times). Our group is backed by top tier investors and is now home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte. Together, we’ve delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.
Our vision is to create thedestination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.
We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp™ - committed to making long-term positive change for our community, and the world around us.
Customer Delight Team @ Bloom & Wild Group
With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.
Are you customer obsessed and put the customer’s experience first in everything you do?
Do you enjoy solving complex problems for a variety of stakeholders?
Can you motivate your team members while being strategic about daily inbox KPIs?
Do you have a growth mindset and enjoy applying your insights to different challenges?
Are you proactive, resourceful and thrive in a fast-paced dynamic environment?
Can you connect dots and enjoy spotting and solving issues before they become problems?
Join our Customer Delight Team as a Senior Associate and bring joy to customers' and our teams’ days with every interaction!
In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands delivering exceptional customer service that leaves a lasting impression.
As a part of the Senior Customer Delight team, on a daily basis you will support our customers via the management of the inbox and deliver a variety of operational tasks. You will also be responsible for helping the team meet our targets and OKRs via peaks and projects, process improvement and implementation, coaching and training agents while consistently modelling care, initiative and critical thinking.
In addition to this you will support in the inbox, requiring flexibility and adaptability to meet diverse customer needs. You will solve email, chats and Whatsapps at a high volume from all our markets (we have an excellent translation tool) and support on phone calls in English and German or Dutch. Working on a high volume of tickets with example-leading quality is especially important over peak periods. You will also support complex and escalated tickets and review the quality of agents’ work with an expert and empathetic approach.
It is essential that you can think in a solution-oriented way and are able to work independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' and agents’ shoes. You will carry out varied work and be given a lot of responsibility straight away. Being organised, proactive and ready to hit the ground running will be essential to success in the role.
Where and when you’ll be working:
This is an Netherlands-based, hybrid role where the team get together in the Amsterdam office a couple of times a week.
This role requires fluent Dutch or German language skills plus English (additional language skills are a plus!).
This is a full time roll (40 hours a week).
Working hours for this role will be with shifts between 09:00 and 22:30 (NL timezone) Monday-Sunday and may change when required to match the business needs. This also includes bank holidays. Flexibility is required.
We expect you to work at least one evening shift per week and in a pattern across weekends too.
What you'll be doing:
A typical day sees you leading the intraday management of the inbox, supporting customers, helping agents with questions, communicating with colleagues on Slack for support, and completing associated admin and operational duties.
You’ll also spend part of your week attending company and team meetings, sharing feedback with colleagues, monitoring the quality of customer interactions, and spending time with your manager evaluating your performance and working on growth opportunities within your role.
You’ll play an instrumental role in our busier trading periods (Peaks) and be able to deliver high quality work, lead and support the daily team and share insights to make each one more impactful than the last.
You’ll love this role if you have/are:
Excellent verbal communication and writing skills in Dutch or German (fluent) as well as English as you will work to support customers in both languages
3-5+ years working experience in fast paced environments
A background in a customer service-oriented position is required
A proven track record of working at pace, balancing competing priorities and delivering high quality work consistently
Comfortable meeting personal KPIs and team targets (e.g. FRT)
Caring and empathetic - able to balance others’ needs and adapt your approach to the situation
Excited to improve processes and increase efficiencies through the usage of AI tools such as Gemini and Gumloop
A curious mindset and hands on approach to new tools (e.g. AI), processes and policies
A logical, flexible and practical approach to problem solving and solutions
Self-motivated, proactive, responsible and definite ‘can do’ attitude
Never make the same mistake twice and embrace giving and implementing feedback
Available full time (40 hours p/w) and based in the Netherlands on a hybrid basis.