Fairphone!
Fairphone is a social enterprise driving change in the electronics industry from the inside out. Our business model is based on social and environmental values and centers around producing and marketing consumer electronics that change the industry from within.
We are socially inclusive, and we pride ourselves for having a very diverse group of people with different backgrounds. We collaborate in a safe space, where Fairphoners can be themselves and have room to fail and grow.
We are committed to diversity and strongly encourage applications from people of all genders and backgrounds. If this opportunity excites you, please apply! Even if you don’t meet every requirement, we’d love to hear from you.
- Location: Amsterdam
- Start: ASAP
- Hours: 40 hours
- Deadline to apply: March 10
About Your Role
A Customer Service Team Supervisor is responsible for the operational and performance management of a customer service team, often directly customer facing. The role focuses on achieving team goals and individual performance targets, ensuring consistent customer experience, and nurturing a positive collaboration and efficient workflow within the team and across partner teams and functions.
Your profile
Your Daily Activities
- Guide and coach team members on the floor or through daily check-ins.
- Monitor the volume and response time of customer inquiries (service levels).
- Schedule shifts and rosters to ensure optimal team coverage.
- Conduct performance management evaluations with team members.
- Identify bottlenecks, propose improvements and be a stakeholder in solution implementation.
- Liaise with other CS TLs and stakeholders on focus areas and organisational maturity.
Your Skills & Experience
Required Skills and Traits
- Leadership and Performance: Skilled in inspiring and guiding team members to achieve their best performance.
- Problem-Solving: Strong decision-making abilities for handling escalations and resolving issues efficiently.
- Communication Skills: Excellent verbal and written communication skills, fostering trust, clarity and collaboration within the team and across areas.
- Customer centered: Good understanding and consideration for the customers’ perspective, advocating for a customer-centered approach.
- Project Management: Proactive and result driven way of working in project teams. Getting things done and challenging the status quo when needed.
Relevant Experience
- Extensive Experience in Customer-Facing Roles: 3-5 years of experience in customer service or similar roles, with a proven track record of engaging and supporting customers and teams effectively.
- Team Supervision and Coaching: Demonstrated experience in supervising, coaching, or training employees, with a focus on building team capabilities (preferred).
- CRM and Customer Satisfaction Expertise: Familiarity with CRM systems (Zendesk) and customer satisfaction processes is a strong asset.
- Data Analysis: Comfortable navigating complex Customer Support data models and providing both quantitative and qualitative insight is highly preferred.
Your Responsibilities
- Team Supervision: Provide daily guidance, coaching, and support to team members to ensure customer inquiries are handled quickly and accurately.
- Performance Management: Conduct regular performance reviews, identify and monitor KPIs, and evaluate the performance of team members.
- Customer Experience Improvement: Analyze customer feedback and set the bar for service quality.
- Stakeholder Collaboration: Coordinate with areas such as Quality Management, After Sales, Marketing, or IT, to resolve customer issues and implement service improvements.
- Reporting: Provide regular updates to the Head of Customer Service on individual and team engagement, service performance, process improvements and capacity forecasting.
What Fairphone can offer you?
- The opportunity to create an impact on the electronics industry around the world.
- A diverse work environment is full of international, passionate, warm-hearted team members.
- You will have 25 paid holidays per year (based on a full-time contract) next to the other public holidays in the Netherlands. You’ll also get a day off on your birthday! And what’s more: the longer you stay, the more holidays you get!
- For a very small contribution you can join the daily and healthy lunch. We also serve organic FairChain coffee and many more tasty things.
- You will join Fairphone’s collective pension scheme and we will contribute to building your pension.
- You will receive a MacBook and a Fairphone as working devices.
- Flexible work location - we are hybrid-friendly. We also contribute up to €250 for your home office set-up. Please note: even though we are hybrid-friendly, we can only hire people who live in the Netherlands or are open to moving to the Netherlands and hold a Dutch citizen service number (BSN).
- Relocation Support - Fairphone will reimburse the cost of a one-way train (if applicable) ticket to the Netherlands, arrange an appointment at the municipality and provide all the necessary information so that your arrival and settlement in the Netherlands will be smooth and pleasant!
- Public transport allowance – we fully cover your 2nd class commute from your home to the office.
- AND Bike allowance – we support you with a bike purchase of up to €300, and you’ll have a yearly repair budget of up to €80, too!
- Grow with us! We encourage you to develop at Fairphone. That’s why we’ll support your career goals with coachings, trainings, workshops, or courses that you can join with your development budget.
- We have our own bouldering wall at the office! You can borrow climbing shoes too and we will provide you with basic training.
- There’s a gym and recreation and yoga rooms in the building where you can build healthy habits, stay active, and have fun with your colleagues.
About Us
DEI @Fairphone
At Fairphone, we care about people, planet and you. It’s natural that we see diversity, equity and inclusion (DEI) as an essential part of how we work together and do business.
We support and further strengthen our inclusive work environment and culture by more formally implementing various DEI efforts to ensure all Fairphoners feel included, respected, and supported.
Please make sure you send us your application documents as
PDF files only! Otherwise, we won't consider your application. Thank you in advance!
