Customer Contact Rockstar

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Customer Contact Rockstar (Belgian / German)

FULL-TIME · AMSTERDAM

Hi soon-to-be German or Belgian Customer Contact Rockstar of BEERWULF.com!

We’re new, we’re growing and together we are embarking upon a great adventure. Our team is a selected blend of beer and eCommerce specialists. Together we make a great team and our pack is looking for  service minded - German or Belgian (French howling)- wulfs...

We need energetic Customer Contact Rockstars to help answer, capture and use all of our customer contact channels and further improve our overall services. As the eyes, ears and nose of the pack, you know where to make the difference! Are you up for this challenge?

Your ‘typical’ day @the office as our Customer Contact Rockstar

As a start-up we are still building our team and try to work from the office as much as possible. Working hours are relatively flexible, especially in this role, as customer contact is no longer a 9 to 5 job. Meeting your deliverables is what matters most. How you meet them? That’s mostly up to you, but you are a self-starter, so this shouldn’t be a problem.

Every day we have our daily stand-up. We use this brief meeting to update each other. As a true Rockstar - together with our Customer Rockstar Jolyn - you are the first point of contact for our prospects and customers and you take full responsibility and ownership of all customer service related activities. 

Every day is different, but your activities most probably are related to processing the questions and feedback we receive from our customers. Besides a short summary of the customer feedback you will share some of your awesome answers and generate practical follow-up actions for the team.

For one of the New Customer Rockstars: in addition you check and evaluate e-mail & social media campaigns. You know how to reach our customers best to ultimately improve our traction and conversion.  With your excellent planning & organisation skills setting priorities is a piece of cake for you.

You constantly think of new ways of how to make sure a customer doesn’t have to contact us again besides his weekly ‘thank you so much post’. With a glowing ear, hoarse voice, trembling fingers and a big smile on your face you sit down at the end of the day to check the overall customer feedback: they will definitely recommend our services and craft beers to their family and friends. Mission accomplished!

Don’t forget: It’s important we know our beers. Beer is everywhere, so the work is never done. It will most likely grow on you, and after some time you will stop and take a look at beers in bars, supermarkets, festivals and online. You will become (if not already) curious and excited about beer!

Sebastiaan

Wolfgang

Marc

Rob

The things you bring to BEERWULF.com as our new Customer Contact Rockstar 

The necessary bit... As our Beerwulf.com Customer Contact Rockstar you embrace digital and customer feedback. Your key priority is a happy and fully satisfied customer and you walk the extra mile to exceed their expectations. Making use of the wide range of social media, as well as the old school telegram, no opportunity for customer contact is being missed out on. It will be unnecessary to sign you up for a course social media for pro’s.

Du bisst Deutsche(r)
AND/OR
Tu es un(e) Belge ou Français(e)
AND
English: piece of cake. No worries here.

Dutch isn't mandatory. But hey, we'll teach you some ;)

For one of the new Rockstars: Experience with social media and/or e-mail campaigning is a must have.

With your strong communication and listening skills, you know how to identify the customers’ needs in a split of a second and can easily switch from tone of voice based upon the type of person you’re in contact with. Since we’re small (for now) and brand-new, you are flexible, a self-starter and pragmatic. You show initiative and come up with solutions, improving the business.

You have at least a Bachelor’s degree, for example in a discipline such as Communications, Hotelschool or Marketing. You bring a minimum of 12 months of working experience in a similar position/internship. 

Your best friends describe you as friendly, a good listener, helpful and funny (or very willing to laugh at our jokes).

Please note candidates must be eligible to work in the EU.

Next steps for the new Customer Contact Rockstar @BEERWULF.com

No motivation letter, just a few questions for you to answer in the next step. We will take a look at your resume, so make sure it is shiny and bright. Next to this, we ask you to complete the assignments listed below.

In the best case scenario, you will have two interviews before you’re hired. The first one will be with Sebastiaan Berkvens, who will probably invite another colleague to join the interview. As we are building a high performance team, our leader of the pack Hans Böhm likes to get to know you and talk about your motivation, looking for the (culture) match. You will meet him in the second and final round. Questions about this position? Send them to sebastiaan@beerwulf.com.

Still enthusiastic? Then hit that button and upload your resume and assignments ultimately before the 7th of August 2017. 

Please do not make use of this vacancy as an acquisition opportunity

Assignment(s)

We would like you to complete two assignments:

Assignment 1: A Facebook post appears on our company wall: “Dear Beerwulf, the delivery man was not willing to hand over the parcel with beer to my son who was home alone this morning. Due to traffic, I was not able to be there during the agreed time window for delivery. I’d expected the courier would leave the package with my son or at least with my neighbour. The planned drink with friends tonight now turns out to be without the ordered beers…” Note: The son is 16 year old.

What would you do in terms of (possible repair) actions and how would you respond? Your range of (communication) instruments is wide, you can use whatever you come up with. Please describe your way of approach step by step.

Assignment 2: Our company receives a postcard from one of our regular ordering customers. He orders 12 parcels of beer per month via Beerwulf and the first year we haven’t heard anything from him. This is the first moment of contact with him: “Hi there! What a terrific parcel I’ve received last Monday. I’ve wanted to express my sincere gratitude for the way you have delivered my parcels as well as for the quality of the beers, for quite some time. This parcel was the push I needed. From one beer-lover to another: Cheers!”

Come up with an idea for an act of kindness to this highly valued customer and describe your respond/action(s).

There are no right or wrong answers and both answers can be uploaded in one document in the next steps. Good luck!