Anna Willer Email & Phone Number

Netherlands

Venlo, Limburg, Netherlands

Key responsibilities:- Lead and manage CS Quality Assurance team in China and Romania.- Develop and implement quality assurance strategies for high-quality customer service.- Set quality goals aligned with company objectives.- Oversee monitoring and evaluation of customer interactions.- Provide guidance and coaching for Quality Analysts and Auditors.- Conduct regular performance evaluations and feedback.- Collaborate with cross-functional teams for improvement.- Investigate process gaps and enhance efficiency.- Develop and maintain quality metrics for team performance.- Ensure compliance with policies and regulations.- Analyze data and generate performance reports.- Collaborate with stakeholders for quality improvement.- Foster a culture of quality and excellence.- Escalate and resolve complex customer issues.- Collaborate for consistent customer experiences.- Use customer feedback for improvement initiatives.- Conduct team meetings and training sessions.

Venlo, Limburg, Netherlands

Key responsibilities:- Create and maintain FAQ content for accurate customer information.- Develop message templates for efficient communication.- Collaborate with translators to localize customer materials.- Analyze feedback to improve communication.- Audit communication channels for brand compliance.- Provide guidance and training on effective communication.- Collaborate with teams for insights on materials.- Implement strategies for customer satisfaction.- Review and update FAQ pages and templates.- Monitor email and chat for prompt communication.- Maintain a knowledge base for FAQs and guidelines.- Analyze data for continuous improvement.- Resolve escalated issues through effective communication.- Support CS Agents in complex scenarios.- Evaluate and optimize communication processes.- Uphold company values in all communication.

Venlo, Limburg, Netherlands

Key responsibilities:- Monitor and evaluate customer interactions- Develop quality assurance metrics and scoring criteria- Conduct quality assurance audits- Provide performance feedback and coaching- Identify areas for improvement- Investigate process gaps and inefficiencies- Implement quality improvement initiatives- Conduct customer satisfaction surveys

Key responsibilities:- Liaison between customer support team, management, and customers to enhance customer service and business productivity- Responding to CS help or information requests via the CS service desk in JIRA and updating the confluence knowledge base- Handling incoming tickets effectively to prevent their recurrence- Contacting various departments (financial, IT, warehouse operations) and external entities (courier companies, payment providers) to resolve agent inquiries- Ensuring compliance and preparing necessary documents for VAT refund requests, forwarding applications to the finance department for processing- Assisting in training peers to improve customer support service- Investigating and resolving issues related to deposits or withdrawals- Identifying and escalating recurring errors- Utilizing SAP program for tasks such as manual order entry, payment matching, payment search, order cancellation, and stock location control

Venlo, Limburg, Netherlands

Venray, Limburg, Holandia

Key responsibilities:Operations SupportIn many cases a first contact person for over 8,000 employeesLink person between employees and the customerCoordination of work efficiency of employeesCoordination of cooperation and agreement between employees and On-Site ManagerPlanning and controlling employees in the Quintiq systemPlanning and coordinating removalsPerson supports cooperation between the employee and the Administrators on location inhabitedby an employeeDirect contact and cooperation with Administrators on location inhabited by an employeeConnector between the departments of Central Transport Planning and Disease DepartmentSupporting the recruitment process, planning and solving problems in very urgent situationsClosing the contract in the HR System (a self-developed system called Paris)Improving the operational performance of Operations SupportCentrale Transport PlanningPlanning the overdue driver's working plan in QuintiqCooperation and coordination in planning and executing a Flex employee removal plansupporting the process of updating the website, creating computer documents, information helpfulfor Flex employeesCompleting photos and information needed to update the website, based on contact with driversand employees living in the locationVerzuimregistratieRecording and closing reported diseases by Flex employeesIn urgent cases, informing On-Site Managers, or direct customersProviding information to employees about the functioning and obligatory processes in the diseasedepartmentCoordination of sick leave