We are currently looking for an enthusiastic and service-oriented Customer Service Officer.
Welcome in the world of iChoosr
iChoosr is a young, growing, international company with 100+ colleagues spread out over Belgium, the Netherlands, Great-Britain, Poland, the USA, and Japan.
At iChoosr we believe in the power of the consumer, which is why we organise group-buying schemes for products like Solar PV installations and renewable energy contracts. The premise is simple: together you can achieve more than alone. At iChoosr, we want all stakeholders to benefit: the consumers, suppliers, and Community Leaders we work with. Over 2.5 million households in Europe and outside have saved with iChoosr.
Together with numerous local authorities and partners we organise domestic group-buying schemes for Solar PV in the UK. With marketing campaigns, we gather interested individuals, after which we hold an auction with vetted Solar PV installers. The winning installer is allowed to provide the scheme’s participants an offer for a Solar PV installation.
The customer is a central pillar in every project we hold. A clear website, understandable information and great customer service are essential for us in organising a successful scheme.
What will be your role?
As our Customer Service Officer, you will be a key cog in the contact our customers have with us and the participating installers. With these installers we make clear, contractual agreements regarding the execution of the schemes, and our customers can provide us with their complaints and concerns about either the installers or the scheme itself. These can be escalated emails from our in-house team speaking directly with the customers, calls from our British call centre, or from some of the stakeholders we organise our schemes with. You jump to action and analyse the problem. You operate directly with the installer regarding a solution and inform the customer and any involved parties. This also involves good aftercare: you ensure that everything is followed up correctly and whether any additional steps may be required. Calling, emailing, arranging for solutions with a personal touch, those are things that excite you.
Furthermore, you are the eyes and ears of the project team. You discuss ideas to structurally reduce or prevent frequent questions and complaints.
Besides the above, your additional responsibilities as Customer Service Officer consist of the following:
Together with a team of Customer Service Agents, you are responsible for all customer service contacts;
You quality monitor the customer contacts of the Customer Service Agents and provide feedback and training;
You coach the Customer Service Agents on both hard-skills and soft-skills and assist during busy spells;
You support the UK project team proactively, analyse trends to create improvement tracks, and translate common questions to content for communications and for on our webpages;
You work with other stakeholders to improve certain processes within the organisation.
Who are you?
You have a college-educated level of working and thinking;
You are capable of dealing with complex questions and complaints and have an optimistic and helpful way of working;
You are a capable planner and enjoy working with a broad range of responsibilities;
You can keep the overview and are a careful and considered worker;
Experience in coaching is a requisite;
You are able to recognise and analyse problems, and have a focus for improving processes;
You are proactive, independent, service-oriented, and easily capable to adjusting to new situations;
You have a perfect grasp of written and spoken British English (you are able to understand Dutch but do not need to have a perfect grasp of it);
As soon as possible again, you are prepared to travel to our London and Antwerp offices on a regular basis.
What does iChoosr offer you?
A broad and challenging role with corresponding responsibilities and independence in a dynamic and inspiring workplace with fun, smart, creative, and motivated colleagues working together in an informal way
Sufficient space for personal growth and development within the company;
A fun office on Rembrandtplein in Amsterdam, easily reachable with public transport or by bike;
Of course, we would pay you a market-conform salary supplemented by 25 vacation days.
Are you enthusiastic about this role?
If this job description fits you, we would love to hear from you! Send your motivation and cv to firstname.lastname@example.org. If you have any questions, we will be happy to answer them. A non-obligatory online call or phone call is easily arranged.
Number of hours
1 Year contract with the intention of a permanent contract