Customer Services Manager | English | Undutchables

Customer Services Manager | English

Amsterdam, reference 2021-01219

Job description

  • Manage and create an international team of multilingual Customer Care Representatives and Supervisors.
  • Develop, manage, and improve company processes for sales orders, service orders, equipment troubleshooting, and issuance of return authorizations for repairs and credits according to policy, process, and country regulatory requirements.
  • Improve the accuracy, productivity, and quality of the department.
  • Develop, revise, and approve policies and procedures for the department.
  • Track adherence to ensure compliance.
  • Develop measurable and achievable goals for the Team to inspire personal growth and promote engagement.
  • Manage customer escalations as needed.
  • Develop reports to track KPIs and other metrics as needed.
  • Manage staffing/scheduling structure to support the complex needs of a multilingual customer-facing department.
  • Provide documentation and company support for training on department procedures and process
  • Identify and share changes in policy and procedures that impact the department.
  • Work cross functionally to resolve complex business problems.
  • Lead the talent acquisition and development for the EU Customer Care team.
  • Check all controllable expenses.


  • Bachelor’s degree required. Post-graduate studies/degree such as a Masters/MBA desirable.
  • Has to be located in the Netherlands already
  • 5+ years of management experience, preferably in a Call Center and/or Customer Service and Technical Support environment.
  • Proficient with Microsoft Office with intermediate to advanced skills in Excel.
  • Strong communication and leadership skills.
  • Experience creating, measuring, and managing KPIs.
  • Must be able to work flexible hours, OT, and the occasional weekend.
  • Proficiency in English and at least one of the following languages Dutch, German, Italian, or French is a plus

Working conditions

  • Full-time position
  • Permanent role
  • Offering a salary of EUR 59K - 92K per year gross, including holiday money
  • Max. 10% company bonus.
  • To company starts with a one year contract

Salary from: €4500,-
Salary to: €7000,-

Work location


Company description

Is an international medical appliances company focused on supporting and advising customers by being their trusted partner, delivering high-quality products that last over time and ensure clinical and economic utility.

Recruiter contact

Sie Wai Tsang, Undutchables Amsterdam
Back to overview

Want to apply?

Recruiter contact

Sie Wai Tsang
Undutchables Amsterdam
T: +31(0)6-34154083


Are you already registered with Undutchables?

Become a member

Would you like to receive our Undutchables Newsletter? In this newsletter we will give you guidance on working in the Netherlands or in Sweden and working with internationals, let you know about upcoming events and share interesting articles.