Customer Service Process Specialist - Freelance

We’re dedicated to expediting the energy transition with sustainable home energy solutions accessible to all, aiming to assist 3 million households in making the transition by 2030. That’s why we're looking for a highly motivated and ambitious individual who's ready to roll up their sleeves and make a tangible impact on the climate change challenge we're tackling head-on. Are you ready to rise to the challenge?

As a Customer Service Process Specialist, you will be working on designing, streamlining and improving our Customer Service processes to make sure our customers have a great user experience with our products and customer service.

What you will do:

• Develop, optimize and map out our Customer Service customer journeys, Customer Service (fulfilment & assurance) processes and supporting tools

• Analyze data to generate insights around current bottlenecks, inefficiencies and/or risks in current Customer Service processes

• Translate data-driven insights into action by translating these into (continuous) improvement initiatives

• Generate continuous visibility into the performance of our processes by refining and defining KPIs and reports / tools

• Collaborate with stakeholders (e.g., Customer Support manager, Head of Planning) to refine/implement improvement initiatives, and improve interfaces between different departments

What you’ll bring:

• You are excited about creating the best possible customer experience and understand how processes and tools are best designed to support this

• You have 5+ years of experience in building and improving Customer Service processes, preferably involving both hardware and a software platform and/or involving on-site service visits (e.g., telecommunications, energy / utilities)

• You have experience with customer service support tools such as HubSpot, Zendesk, Intercom

• You are data-driven, yet output-oriented and are able to quickly translate insights into action and effectively communicate this to stakeholders

• You are a strong collaborator and enjoy working with different stakeholders to implement process improvement

Information about the role

• An assignment between 32 to 40 hours a week.

• Free, healthy lunch at the office.

• An hourly tariff between 80 - 100,- euros.

• An assignment for two months (possible extension of a month).