Customer Service Knowledge and Quality Lead, 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, International Expansion Lead, and Products. - 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. Marketing & Communication Support: (Affinity with Marketing or content creation is therefore a strong plus.) - Own support related Italian content (FAQ, help center, service updates) - Translate newsletters, customer communications and product updates into Italian. - Marketing remains owner of campaigns and brand messaging Conti...