Leiden - Customer Service Quality Tooling Specialist a.i.

Over onze klant

Our client is a leading retail company based in South Holland that thrives on innovation , continuous improvement , and delivering exceptional customer experiences . Constantly seek new ways to elevate our services and products.

Functie

As an Customer Service Quality Tooling Specialist a.i. in South Holland, you will:

• Oversee and enhance the quality of interactions between external agents and customers.
• Improve and simplify quality control processes to make them more user-friendly.
• Gather and analyze data to ensure all customer scripts function smoothly.
• Design and implement impactful training programs and script improvements.
• Take ownership of customer care tooling, ensuring optimal setup and functionality.
• Work closely with cross-functional teams to refine customer service operations.
• Identify and resolve structural issues faced by customer care agents.
• Keep FAQs up to date and enhance chatbot responses for better customer engagement.

Profiel

The ideal Customer Service Quality Tooling Specialist a.i. will have:

• Experience in a handson quality assurance role within customer care.
• Experience in retail industry .
• A strong analytical mindset
• HBO-level education or equivalent work experience.
• Proficiency in customer care tools.
• Fluency in Dutch and English

Aanbod

• Start date: ASAP
• Contract for 6 months
• 40h per week
• Location : South Holland ( hybrid )

For more information, please reach out to Eleni Kyriakou , via EleniKyriakou @ Michaelpage.nl or +31 6 26265516