Job Properties
  • Job Type
    Full-time Position
  • Background
    IT
    Management & Business Others
    Marketing and PR
  • Languages
    English German French
  • Experience Required
    1 - 2 Years
  • Degree Required
    Bachelor
    • Province
      Amsterdam
    • Date Posted
      November 19,2020
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    Business Analyst - Customer Service

    Would you like to work in a young team in one of today’s most innovating sectors? The coming years we are facing hyper-growth across Europe. Therefore, we are looking for an ambitious Process Optimization Analyst for the Customer Service team who will help us with continuously improve and optimize processes related to our customer satisfaction


    As urbanization is rising and the air quality is deteriorating, we feel the need to make our cities greener and healthier by offering a sustainable mobility solution. Besides, we offer a new and fun way around town! At felyx, everybody within their own expertise is contributing to a cleaner city by making this swift door-to-door transportation the new status quo. We are working together as an ambitious team of entrepreneurs, operators, marketers and engineers, and looking to grow as we scale the business throughout Europe. Felyx is one of the few micro-mobility players in the world that is EBITDA positive on group level with a fleet of c3,000 e-mopeds. We are a young company with more than a hundred employees, working in the operations and at the head office in Amsterdam. You can describe us as passionate, ambitious, entrepreneurial, and transparent. Do you share our DNA? Great! Join our ride!


    Here’s the challenge

    Do you get high on data? Great, we do too! As CS Process Optimization Analyst you will be in charge of supporting the Global Head of Customer Service and are continuously improving processes. You will be involved in project management, data analytics and process improvement in the field of Customer Service management. Projects, research and operations optimization will be your responsibility. Because all processes at Customer Service are related to the performance of other departments, it gives you the opportunity to do inter-departmental projects and see and work closely with a lot of other different departments like BI, Tech and Marketing. We are looking for someone that is ready to join our data-ride!


    What you'll be doing

    • Perform breakdowns of historical data trends and identify points of improvement
    • Track key operational metrics to monitor service performance and quality
    • Help improve data/dashboard to get the best information for the organization to improve our insights
    • Identify operational best practices in order to improve overall quality of our services and efficiency of our operation
    • Look for opportunities to improve processes company-wide


    But, important not to forget, is that we encourage you to grow with the company and within your role, so who knows what role you could have in a year or two - as we are continually growing in our journey towards ‘world domination’. Just kidding, market leader in Europe will do (for now).


    We truly get excited if you

    • Have 2 - 4 years experience with process optimization
    • Come up with improvements that contribute to optimizing processes or customer satisfaction
    • Have a focus on quality and details, you can challenge a solution and promote different viewpoints if necessary
    • Are very well organized and thrive on being a step ahead
    • Have excellent verbal and written communication skills
    • Possess the ability to translate data into action
    • Have strong analytical skills to discover new insights
    • Are self-motivated and possess the ability to learn new skills that enable you to grow quickly

    Bonus points if you:

    • Are excited about operating an urban mobility service
    • Are able to communicate in French and/or German
    • Have experience building and leading a team

    What's in it for me?
    • An ambitious team of entrepreneurial colleagues with a lot of passion for our mission.
    • A transparent, fast-growing and inspirational work environment in which you are able to take the lead over your own career and will get challenged to make us grow!
    • Unlimited holidays. Say what? That's right! We value the fact that everyone feels free to go where they want to go in order to flourish while working
    • You never have to worry about transportation anymore since you will get free felyx minutes!
    • We want to invest in your future: a good pension plan is therefore in place (1/3 employee, 2/3 employer)
    • Part of our family? That means that we care about your personal family. Therefore we offer 6 weeks of paternity leave with 100% salary for al (upcoming) dads
    • We take your development very seriously and encourage you to grow with the company and within your role
    • Once we are able to go back to the office (hopefully soon!), we offer a tasty en healthy lunch.
    • Given the current circumstances, we find it only fair to offer you the material you need to do your job optimally
    • Last but not least: fun, freedom and trust! We're not scared to work our butts off, but this is only possible once we all experience joy in the work that we do every day.

    We are very proud of the fact that we have been named by Linkedin as a top start-up to work at for the second time in a row, together with many other prestigious awards we’ve received since our start in 2017. We are operational in the cities of Amsterdam, Rotterdam, The Hague, Delft, Groningen, Eindhoven and Brussels and will be launching 10 more Benelux cities in 2020 and 2021. Next to that, we have a strong focus on scaling up internationally.

     
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