🔥 We challenge you!
We are looking for a Head of Support to join our team in Rotterdam. In this role, you will be the first point of contact for our customers and play a crucial role in providing an excellent customer experience. Responsible for managing, directing, and improving Customer Support within Somnox. You not only have the skills to assist customers, but you also know how to convert interested customers into loyal users of our products and services.
Key Tasks & Outcomes:
- Maintain a Trustpilot score of 4.4 or higher
- Achieve an average response time across all channels of less than 48 hours on business days
- Resolve customer issues thoroughly, bringing customer support experience to a 10/10 while maintaining efficiency and keeping costs low
- Provide all teams at Somnox with valuable customer insights to create more value for the customer
- Handle customer contact via email and phone with high empathy, always working in a customer-friendly and charismatic manner
- Efficient use of technology such as email, phone, spreadsheets, and other relevant tools
- Create schedules and rosters to ensure smooth and efficient customer service operations
- Facilitate onboarding conversations with new customers to optimize their experience with Somnox
👉🏼 You are
Possesses excellent communication skills in both Dutch and English, both written and verbal.Has experience with customer contact and demonstrates a high degree of empathy.Is tech-savvy and capable of effectively using various software tools (CRM, spreadsheets, email, Intercom, WhatsApp, VoIP systems).Is well-organized and experienced in creating schedules and rosters.Has a proactive and solution-oriented attitude.Is capable of assisting existing customers as well as converting new customers.
👩💻 Requirements
• Maintain a Trustpilot score of 4.4 or higher
Achieve an average response time across all channels of less than 48 hours on business daysResolve customer issues thoroughly, bringing customer support experience to a 10/10 while maintaining efficiency and keeping costs lowProvide all teams at Somnox with valuable customer insights to create more value for the customerHandle customer contact via email and phone with high empathy, always working in a customer-friendly and charismatic mannerEfficient use of technology such as email, phone, spreadsheets, and other relevant toolsCreate schedules and rosters to ensure smooth and efficient customer service operationsFacilitate onboarding conversations with new customers to optimize their experience with Somnox
🏦 What do you get in return?
Flexible working hours and the possibility to work partially from home.Training budget of €1000 and opportunities for personal development.Salary: €2600 to €3000 gross.A dynamic and inspiring work environment at an innovative company.The chance to make a positive impact on people's lives.Regular team-building activities and a close, supportive team.Growth opportunities within the company, including advancement to other departments.
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