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