Customer Service Operations
Under Armour
full-time
Posted on:
Location Type: Hybrid
Location: Amsterdam • 🇳🇱 Netherlands
Visit company websiteSalary
💰 €46,857 - €58,571 per year
Job Level
JuniorMid-Level
Tech Stack
CloudTableau
About the role
- Prepare weekly/monthly performance reports including reporting on metrics, performance, trends and recommendations to the Customer Service Manager and other relevant stakeholders.
- Collaborate with DTC Analytics to evolve and automate data reports and dashboards using tools such as Tableau, Power BI, and advanced Excel to improve reporting quality and actionable insights.
- Utilize CRM and CX tools such as Salesforce to manage customer interactions and feedback.
- Responsible for analyzing and documenting processes to drive to improve while ensuring customer service efficiency and effectiveness.
- Develop and maintain templates to enhance first-time resolution
- Monitor and improve CX metrics including Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) and apply customer journey mapping techniques to identify pain points and optimize the post-purchase experience.
- Create knowledge-based articles on customers’ complaints to enable customer service business partners to handle queries more efficiently.
- Maintain accurate and comprehensive information on our FAQ and Help Center improvements in collaborating with UX and On-site Content team.
- Responsible for implementing moderation policies and responding to customer reviews on our website, social media and other online platforms.
- Partner cross-functionally in projects and initiatives to improve overall customer service experience, ensuring alignment with other departments such as Digital Product, Technology and Engineering teams to implement new features, functionalities, and system enhancements to facilitate and increase efficiency of the management of our customer service queries.
Requirements
- Bachelor’s degree in business administration, Management or a related field.
- 2-3 years of customer service experience or data analytics
- Must have fluency in English as well as 2-3 European languages, both verbal and written
- Proven track record of delivering exceptional customer service and driving customer satisfaction and loyalty.
- Excellent verbal and written communication skills
- Strong problem solving and analytical skills
- Excellent organizational skills
- High level of attention to detail and accuracy
- Ability to work efficiently with a digital team in a fast-paced environment, manage multiple priorities and meet deadlines.
- Deep understanding of online consumer and purchase behavior.
- Experience in Sport or Fashion industry is a plus.
- Knowledge of process improvement methodologies including Lean, Six Sigma
- Proficient in data tools such as Tableau, Power BI, and advanced Excel.
- Proficient in SAP and Salesforce Service Cloud systems
- Proficient in Microsoft Office Programs
Benefits
- Paid “UA Give Back” Volunteer Days: Work alongside your team to support initiatives in your local community.
- Under Armour Merchandise Discounts
- Health & fitness benefits, discounts and resources- We offer teammates across the country programs to promote physical activity and overall well-being.
- 38 hour working week
- Hybrid work
- 28 days holiday
- Teammate Resource groups e.g. Green Machine, Sustainability, LGBTQIA+, Women in Leading and Living, Balance for mental health and wellbeing etc.
- Human Performance Institute (Gym) on site
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsprocess improvementcustomer journey mappingreporting metricscustomer satisfactionNet Promoter ScoreCustomer Satisfaction Scoreproblem solvinganalytical skillsattention to detail
Soft skills
communication skillsorganizational skillscustomer servicecollaborationtime managementadaptabilityteamworkcustomer loyaltyefficiencymultilingual communication