Customer Service & Legal Coordinator (MR-34098556)
Currently I'm looking for a Customer Service & Legal Coordinator for one of our trusted partners in Fashion Retail. Do you have experience with Customer Service and some kind of legal background? Please continue reading!
Position: Customer Service & Legal Coordinator
Location: Amsterdam
Duration: 7 months (extension possible)
The Team
Fitting within ECOM Europe, Customer Service handles over approximately 150 escalations daily coming from customers through the Call Center. ECOM Customer Service supports around 27 different European markets and strives to ensure operational excellence that translates into an improved consumer-centric journey by building strong ties with other Teams within ECOM particularly, the company as a whole and the Call Center. With other talented professionals solving complex queries and working on projects to optimize processes, Customer Service supports the growth of our websites striving for outstanding quality service to our B2C customers.
The Position
As a Customer Service and Legal Coordinator, within a Team of several talented professionals, reporting directly to the Customer Service Assistant Manager, you will be responsible for improving Legal and GDPR process within Customer Service. You will be handling GDRP and Legal related customer cases and reporting potential issues and bottlenecks to the relevant Teams. You will be in close communication with the internal Legal team to solve complex cases and with the Contact Centre agents to advise them on case resolution. You will also take ownership of the resolution of all potential legal threats while liaising with external legal entities.
Key Responsibilities:
- Act as the main point of contact for Legal & GDPR topics within the CS Team
- Manage sensitive cases and potential legal threats and work with relevant stakeholders to solve the cases in a timely manner
- Stay up-to-date on the GDPR legislation rules to apply in your day-to-day activities, and own the GDPR escalations handling
- Work closely with the legal POCs within the contact centre to tackle ongoing topics, improve collaboration, enhance their knowledge and provide legal and litigation advice
- Be responsible for identifying and escalating Data Breaches and providing with resolution guidance and legal recommendations
- Identify common problems and improvement opportunities and work closely with the management and relevant stakeholders to close potential gaps
- Work on projects in order to improve overall consumer experience as well as share best practices and contribute towards building a supportive team environment
- Familiarize yourself with new products and services, system & policy changes, upcoming initiatives & campaigns as they are introduced within the business
The Ideal Candidate:
- Bachelor's degree in Business or related fields
- Minimum of 2 years of proven working experience in Customer Service, preferably in the world of fashion and apparel
- With a background in the Legal field, or experience working with data privacy and legal topics
- Practical experience with helpdesk/CRM software, such as C4C or Salesforce is a plus
- Excellent Team player, supportive of team members and able to take own initiative
- Working knowledge of Microsoft Office applications, Asana
- Strong written and verbal skills in English, as well as a high level of accuracy and attention to detail
- Proactive, self-motivated, multitasker and a good communicator
- Sound judgment and excellent problem-solving skills, strong sense of ownership and accountability
- Committed to putting customer at the heart of everything we do
Interested?
Do you consider yourself as the right candidate for this position? Please reach out to Donovan Piris via d.piris(a)jpgray.nl OR 020-5221260
