Customer Service Representative Dutch & English Speaking

Job Description

Must be able to speak and write in Dutch & English. Additional German language is a plus.

SUMMARY:

Under Armour is seeking e-Commerce Customer Support to cover the European markets. The CSR will work within the e-Commerce Customer Support team based in Amsterdam. This role connects directly with Under Armour’s external/internal customers through email, phone and customer reviews. Within this role, you will be responsible for providing first class service to our customers from our Under Armour websites (UK, DE).

ROLE & RESPONSIBILITIES:

• Represent the company and our customer service philosophy with the utmost integrity while delivering best in class customer service.
• Assist customers with second line phone/email enquiries related to customer orders, product information and company policies etc. from our European websites.
• Answer customer reviews submitted through surveys, Trustpilot and product reviews on Bazaarvoice.
• Handle complaints.
• Perform order management functions: Work with our various platforms to track, maintain orders, returns and refunds.
• Clarify to the customers the company policies such as returns and exchanges.
• Proactively be involved in maintaining up-to-date procedure documentations within the Under Armour customer service policies.
• Actively look for and contribute to e-Commerce process improvement initiatives within the Customer Support team to ensure customer satisfaction.
• Take an active role in receiving and keeping product training up to date in order to service customers with regards to product information and technology.
• Communicate proactively, professionally, efficiently and tactfully with key stakeholders internal and external (sales ops, logistics, IT as well as local and global e-Commerce) customers.
• Escalate issues in a structured way to CS management.
• Run daily/weekly/monthly reports according to service level agreement.

QUALIFICATION REQUIREMENTS:

• Customer Service: Enthusiastic, positive, patient, professional and pro-active service minded attitude. Manage difficult or emotional customer situations. Respond quickly to customer needs.
• Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.
• Interpersonal Skills: Focus on solving conflict not blaming. Remains open to others’ ideas and flexible to change.
• Communication Skills: Excellent oral and written communication skills; Good listener.
• Good organizational abilities / Prioritization: Follow policies and procedures; knows how to effectively prioritize; complete administrative tasks correctly and on time.
• Multi-tasking in fast paced environment: Ability to stay calm under pressure and handle multiple tasks ·
• Flexibility: Be able to juggle many projects simultaneously and take on additional tasks and responsibilities when required.
• Change minded: Must be adaptable to changing work situations.
• Ability to work as part of a team: Balance team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.

EDUCATION & EXPERIENCE:

• Language skills: Fluency in spoken and written English and German is required.
• Experience: Vocational Degree (MBO) or 2 years + customer service background, in a related industry (sports/lifestyle or fashion) is preferred
• Previous online experience preferred.
• Passion for sports preferred.
• Computer skills: Microsoft office and SAP preferred.

Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.

The collection and use of personal data about applicants for employment is essential for conducting the business administration and business operation of Under Armour, Inc. (“Under Armour”) and those of its subsidiaries and affiliates. Under Armour’s overseas subsidiaries in the European Economic Area collect personal data about applicants for employment and may transfer such personal data to Under Armour in the United States in accordance with the terms of its Data Privacy Policy. Full details of Under Armour’s Data Privacy Policy are available at https://careers.underarmour.com. Under Armour has certified that it complies with the EU-US Privacy Shield Framework Principles with respect to safeguarding and transferring personal data it receives about Under Armour employees in the European Union. Further details about the Privacy Shield Framework and the list of certified companies are available at www.privacyshield.gov.