Coördinator Klantprocessen & Klantcommunicatie

We are looking for a Customer Process Coordinator & Communication to join our team at Wehkamp Retail Group. As a coordinator, you will be responsible for ensuring that our customer promises are not only spoken, but also delivered in our processes, systems, and communication.

Requirements

• Develop and maintain customer processes for both our in-house Customer Care team and our external partner team
• Organize a strong feedback loop between customer contact and various departments
• Translate customer contact signals into concrete, data-driven improvement proposals and implement them
• Work actively in our customer contact system to ensure processes are logical, efficient, and frictionless
• Manage and improve the knowledge base for employees and ensure clear, up-to-date work instructions
• Share daily relevant updates so that all teams have access to the right information
• Monitor and develop our quality management system, focusing on structural improvement and preventing recurring customer issues
• Initiate and lead improvement initiatives and represent Customer Care in organization-wide projects
• Contribute to the further professionalization of customer contact, including taking the first steps in the field of AI (such as conversational AI and chatbot setup)

Benefits

• Paid Time Off
• Other benefits not specified