Customer Happiness Manager
Vimerson Health, Netherlands
Job Description
Location: 100% remote working role
Salary: Negotiable
Contract: Permanent full-time position working on an on-going freelance contract. Flexibility of working hours, working to CET time zone
Hours: flexible full-time hours
Benefits: 20 days paid time off per year, personal and professional development, weekly one to one sessions with a Business Coach, a dedicated Happiness Coach, Birthday amp; Anniversary gifts, paid Maternity amp; Paternity leave, plus more.
We have a fantastic opportunity to welcome to our Team an experienced and skilled Customer Happiness Manager in order to take the company to the next level.
We at Vimerson Health are creating the model for the companies of the future. We are a 100% remote and happiness-led company that encourages self-empowerment and radical transparency. We put happiness, fulfilment, joy, and harmony before everything else. On top of that, we have the double advantage of helping people with our natural Dietary Health Supplements.
Our Culture puts our Team Members’ happiness and fulfilment First, our Customers’ happiness and fulfilment are Second, and revenue and profit are Third.
Please feel free to visit our company on Glassdoor to see the feedback our colleagues have said about their experience of working for Vimerson Health - https://www.glassdoor.co.uk/Reviews/Vimerson-Health-Reviews-E3558421.htm
We are an entrepreneurial fast-paced and fast-growing company that is self-funded, and therefore we have the freedom to make our own decisions without having to respond to investors that are inclined to put monetary goals first instead of the health and happiness of our Team. We have no rigid hours and boast our very own dedicated in-house Happiness Coach.
Your Mission:
Your mission is to drive the delivery of exceptional customer experience. Increasing customer happiness and the number of new and repeat customers. You are the customer champion within the company, listening to customers, understanding their needs, making feedback available amp; tangible for all teams, and advocating for the removal of customer friction points.
You don’t just LOVE customer service, you LIVE it. You have a unique ability to help people and you go out of your way to ensure people's comfort, happiness, inner-fulfillment, peace, and joy. You are a natural leader with remarkable management experience and you speak fluent English. You have initiative, are adventurous, and you have faith in your abilities to truly help people and make them happy. You work hard and smart, are dedicated and are able to meet multiple goals within deadlines.
As our Customer Happiness Manager, you will:
- Lead our remote Customer Happiness Team and supervise the day-to-day operations in the Customer Happiness Department;
- Build a team that can provide world-class customer service assuring the minimum waiting time for our customers.
- Create effective Customer Happiness procedures, policies, and standards that will place Vimerson as the global leader in Customer Happiness;
- Develop customer-fulfillment and happiness goals for you and your team to achieve. Work closely with your team, empowering them to the realization of the company’s’ goals on a day-to-day basis;
- Design and implement effective Customer Loyalty Programs;
- Monitor Customer Happiness KPIs proactively proposing improvements;
- Hire and train new Customer Happiness Team Members.
Requirements
- You have experience leading a customer service team (experience in a remote or e-commerce company is an advantage);
- You are devoted and truly happy when helping people. You immerse yourself into Vimerson, living and breathing the culture and making this felt by your team and our customers;
- You thrive on helping each customer and situation in a personalized fashion making them feel like they are the only customer in the world. You are enthusiastic to spread peace, joy, and happiness. You emphasize with the customer and their situation and you resolve their issue while ensuring it never arises again, for them or anyone else;
- You are extremely positive, optimistic, proactive, accountable, and trusting and you empower our customers and your team. You work smart and intelligently meeting multiple goals within deadlines;
- You understand that a customer may have issues outside of Vimerson and you are willing to help them in the best way you can. You have faith in our customer’s complaints and truly believe them when they reach out to us. You are THE example of Customer Happiness Commitment and you are happy to share this with the whole Team;
- You have great communication skills and love working as part of a Team;
- You have native English communication skills, both verbal and written;
Benefit