Customer Service Knowledge and Quality Officer, Italy
MyParcel · Hoofddorp, North Holland, THE NETHERLANDS
What You Will Be Doing First 3 months: 70% knowledge base and processes, 20% training, 10% ad hoc support. Later: shift toward QA coaching and continuous imp...
Job description
What You Will Be Doing First 3 months: 70% knowledge base and processes, 20% training, 10% ad hoc support. Later: shift toward QA coaching and continuous improvement. Knowledge Base & Information Hub (Core Responsibility) - Knowledge base live per May, with core articles for top topics - First response time and resolution accuracy improvement - Training curriculum delivered and new hires certified - Weekly “top 10 issues” insights to Sales director, and Business Development. - You define taxonomy, article templates, review cadence, and ownership per domain. Quality, Training & Coaching: - Support onboarding and training of Customer Service employees for the Italian market. - Monitor communication quality (written and verbal). - Organize coaching sessions and knowledge-sharing initiatives. - Track employee development and skill progression. Continuous Improvement & Operations: - You translate ticket insights into weekly improvement proposals for Product, Carrier Management, and Operations. - Help establish scalable Customer Service processes for Italy. - Act proactively in a fast-changing environment where responsibilities may evolve. - When needed, support operational customer cont...