Job Properties
  • Job Type
    Full-time Position
  • Category
    Sales & Retail
  • Languages
    English
  • Experience Required
    Entry
  • Degree Required
    Bachelor
    • Province
      Zwolle
    • Date Posted
      November 20,2021
    • JSS
    • VISA
    • MOCKINTERVIEW
    • IMG_6430
    • Career Consultation
    • COVERLETTER CHECK
    • CV CHECK

    Information Analyst Customer Service

    Wehkamp believes in combining fashion and lifestyle in a smart way with online technology and a great shopping experience, in order to offer a relevant and inspiring platform to its customers and partners. Today, 75% of customers shop by mobile, mainly through the app.

    Job description

    Join the Wehkamp Tech Team now!

    We are looking for an Information Analyst for our Customer Service team.
    The team is responsible for the Customer Service-and Self Service pages on the Wehkamp website and app, our main goal here is to provide the customer with everything she needs in relation to her account or possible questions or problems she has. In case the customer wants to contact Wehkamp, the team has introduced a messaging solution with a chatbot. Next to that the team supports the agents in the wehkamp call center, to make sure they can help our customers in the most effective and efficient way. We have a lot of ideas on how to improve and innovate in this domain, but that needs to be thought through in more detail. We believe bringing an Information Analyst to our team will help us speed up in the right direction. You will work closely with the team and the Product Owner, improving the stories on the backlog.

    How can you make the difference?

    • You are able to use your analytical skills in to achieve qualitative results fast.
    • You keep in touchwith colleagues and stakeholders, making sure you always know the actual context where your proposed solution should work in.
    • You know how to explain the results of your analysis and how to translate this in clear advice towards the team and Product Owner.
    • You are familiar with relevant methods and techniques and deliver useful output that brings good value to your colleagues.
    • You archive your product in a structural way that enables you and your colleagues to change or improve it for future plans.
    • And of course you are not working as an individual, but play your part in the team!
    • You will use tools like Databricks to analyse big sets of data, and based on your insights give direction on for example adding or changing flows to our chatbot. Or improving the self service functionality.
    • You have knowledge of CRM tools, or are willing to deepen your knowledge on this domain, in order to create the most optimal working environment for our agents.
    • As an Information Analyst you have an important role in defining epic and user stories on the product roadmap. During refinements sessions you explain the context, helping the team to form a clear view on the complexity and improve story estimation.
    • You help the Product Owner achieve her goals by defining small steps in the right direction that deliver business value every sprint.
    • You interact with other teams to manage dependencies and specify integration.

    You report to the team's Tech Lead.

    Qualifications

    What do you bring?

    • You have Bachelor degree work and thinking level;
    • You have completed education in ICT or comparable relevant work experience;
    • You propagate our principles in everything you do;
    • You are a real team player;
    • You have more than 3 years experience in a similar role;
    • Your analytical skills are very well developed and you know how to distinguish main from side issues;
    • You have extensive experience in working with agile working methods;
    • You have a good understanding of software architecture, microservices, cloud and data analytics;
    • You have experience in a 24/7 operation, preferable in an ecommerce environment.

    What do we offer in return?

    • A salary between €3000 and €4800 depending on your experience;
    • 25 vacation days;
    • Low employee premium for your pension scheme;
    • Profit sharing;
    • Year-end bonus;
    • Bonus;
    • 8.5% holiday allowance;
    • Work from home allowance;
    • Staff discount;
    • Obviously excellent facilities (telephone/laptop/screens/etc.).

    Application process

    Transparency is very important in the application process. After you expressed your interest with your application, you will immediately receive a link to a personal status page, in which you can find your status of your application and all communication.

    What happens after your application?
    We want to make it a swift and easy experience. Therefore, we will make use of video calls during the process. The process for this vacancy is as follows:

    • Do your expectations and our wishes match? Then we will invite you to a video call with the recruiter.
    • When we both are positive, we'll invite you for a video call with our Head of Financial Products.
    • Next we will invite you for videocalls with important stakeholders (e.g. our Product Owners)
    • As a final step, we wil invite you to our office to give you the real Wehkamp experience. As you have learned a lot during the earlier video calls, this is te moment that everything comes together.

    When we are positive afterwards, we will make you an offer.

    Are you interested in this position? Respond immediately so that we can contact you!

    ***Wehkamp aanvaardt geen ongevraagde hulp voor van intermediairs, uitzendbureaus of andere derden. Toegestuurde cv’s (in welke vorm dan ook) door genoemde partijen aan enige medewerkers van Wehkamp zonder geldige schriftelijke zoekopdracht van onze HR Afdeling, worden beschouwd als publieke informatie. Er zal aan genoemde partijen geen vergoeding zijn verschuldigd in geval dat een kandidaat wordt aangenomen van wie ongevraagd het cv en/of andere gegevens zijn toegestuurd. ***

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