Quality Support Agent (Groningen, NL)

Quality Support Agent (Groningen, NL)

Your mission

Parkos is expanding and we are looking for a Quality Support Agent for our Customer Support team. Do you get enthusiastic by always helping improve the customers’ experience? Do you like to work with an international team in a super fast changing environment and do you have affinity or a background in customer service? This might be the job you are looking for!

About Parkos

Parkos is the platform for finding - and booking parking spots near airports. When Parkos started we were offering parking spots at Schiphol. Now, seven years later, we are servicing hundreds of thousands of customers at airports all over the world, such as The Netherlands, Belgium, France, the United States, Spain, Italy, Sweden, Australia, and Germany. Our customers go to the Parkos website, compare and then book a parking spot with one of Parkos' 1000+ parking partners.
About the role and team
The Customer Support team consists of 20 agents, with many different nationalities, who are the first point of contact for our customers (in various languages). By helping the customers on the phone or by email, they ensure that our customers are satisfied and can safely park their cars during their trip.

What will you be doing?

The daily goal of this role is to improve the quality of our customer service by successfully giving information to our agents, customers and colleagues in the most efficient, personal and complete way. You will work closely together with the Teamlead and Customer Success Specialist. As to be kept up to date about customer cases, the role will partly be to assist in the phone line and tickets and helping agents with difficult cases. Besides, you will assist in improving the quality and reduce the amount of tickets and calls for the CS team. Which includes that your help is needed starting from the information that you will give in the (structured) onboarding, by looking into various tickets to check the answers, but also monitoring calls of the agents and making sure the team is constantly provided with the updated (written)information that they need. Analyzing information and frequently asked questions will be shared with your ideas to optimize the processes in CS.

Responsibilities

  • First point of contact for agents concerning customer cases (and/or handling bigger complaints);
  • Onboard new (remote) agents;
  • Structurally monitoring calls & tickets;
  • Setting up and updating the knowledge base for CS;
  • Assist in phone line or tickets;
  • You will support the Teamlead and Customer Success Specialist by reporting noteworthy cases and ideas or changes to improve the quality of CS.

Your profile

  • Enthusiastic about helping others and take the next step for the team, customers and company;
  • You’re a team player and proactive with ideas for improvements;
  • Good communication skills, sharing information and listening (mostly in English);
  • Flexibility, also being able to work an evening or weekend day when it’s needed;
  • You are flexible in your way of working, we are a dynamic organization with many changes taking place;
  • Willing to work mostly in the office.

Why us?

What we offer you:

  • A contract of 32 to 40 hours per week. Initially, you will get a temporary contract with the prospect of a permanent contract
  • A competitive salary based on your experience
  • 25 Holiday per year
  • An attractive pension plan covered by Parkos
  • Autonomy and responsibility for how you want to do your job
  • Ownership, if you have an idea on how we could improve the way we work or how we do things, you will be the one to drive the change and hold your colleagues accountable
  • Personal growth, we train you to be a better professional by giving you feedback and autonomy
  • Working at a fast-growing, award-winning e-commerce company with a proven concept
  • Able to work from Groningen office
  • Transparency and scale-up mentality. Every Monday we have a company stand-up where each team shares what they are doing and what they did last week. We have a strong positive and result-driven company culture
  • Teamspirit, we think that we can achieve better results if we work closely together. Of course, we celebrate achievements together as well
  • Sharing knowledge and 'gezelligheid'. We regularly organize internal training about, for example, project management. Our activity-committee organizes monthly drinks on Fridays but also trips to other cities and countries

 

Apply for this job