Customer Service Representative

Currently I am looking for a Consumer Service Representative in the Amsterdam Area! The position is within an international company in the FMCG sector! Please continue reading if interested!

Role: Consumer Care Support Specialist

Location: Amsterdam area

Contract: 6 months (extension possible)

Hours: 40 hours per week

Industry: FMCG

Position:
As a Consumer Care Support Specialist, you will support outsourced contact centres across EMEA in delivering a premium consumer experience. You act as a key link between frontline support teams and internal departments, ensuring escalations, incidents and operational challenges are efficiently resolved.

You will play a crucial role in improving processes, identifying trends and driving continuous improvement within Consumer Services.

Responsibilities:

• Support outsourced contact centres with day-to-day queries and escalations
• Manage and resolve third-level escalations via CRM systems
• Analyse incoming issues to identify trends and improvement opportunities
• Collaborate cross-functionally with teams such as Digital Operations, Supply Chain, Promotions and Membership
• Report technical issues to internal tech teams and follow up on resolution
• Drive process improvements and contribute to operational efficiency initiatives
• Maintain strong relationships with contact centres through regular communication (Zoom, chat)
• Support root cause analysis and share insights with relevant stakeholders
• Identify coaching opportunities and collaborate with Quality teams to improve service levels

You have/are:

• A strong problem-solving and analytical mindset
• Highly organised with the ability to prioritise competing tasks
• Detail-oriented with a continuous improvement mindset
• Consumer-focused, with the ability to think from the customer's perspective
• Experience handling escalations and complaints
• Strong communication skills (clear, concise and structured)
• Ability to work under pressure and tight deadlines
• Fluent in English (additional European languages are a plus)
• Experience with Microsoft Office, especially Excel (data analysis & reporting)
• Familiarity with CRM and order management systems is a plus

Interested?
In case you are interested to hear more about the company and would like some additional information, please apply! For questions related to this opportunity you can contact j.bakker @ jpgray.nl

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Important: job fraud

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