Improve the customer experience for millions of Action webshop customers
Play a key role in shaping how we support customers through smart self-service solutions
Optimize e-commerce customer service processes and knowledge
Maintain daily contact with our external customer service partner, answering questions and monitoring backlogs
Coordinate quickly with internal teams when issues arise
Publish and update information on Customer Service pages
Participate in daily stand-ups, weekly check-ins, and evaluations with the E-commerce team
Analyze incoming complaints and customer questions to identify trends
Evaluate complaints and ensure insights are shared with the E-commerce team
Work closely with the E-commerce distribution center to ensure timely order shipments

Completed MBO+ qualification in a relevant field such as E-commerce or Retail
4+ years of experience within your field of expertise, preferably in a retail or e-commerce environment
Experience working with digital commercial platforms and/or digital projects in an agile environment
In-depth knowledge of e-commerce customer service processes
Experience with Customer Service or knowledge management tooling (e.g. SAP Service Cloud, Excel, PowerPoint)
Strong written and verbal communication skills in Dutch and English
Intermediate to advanced communication skills in additional languages are a plus
Structured, solution-oriented, and comfortable working with multiple stakeholders

A competitive salary based on a 38-hour working week
24 days of vacation with the option to purchase 5 additional days (based on 38 hours)
A fixed-term contract with the intention of a permanent contract
Flexible working hours and the option to work from home up to 40% of the time, in consultation with your team and manager
15% staff discount at Action
A good pension scheme and travel allowance

Ecommerce Customer Service Expert

Key skills