Customer Support Senior Associate (Dutch or German Speaking)

Phoenix Court Group; Amsterdam; On-site; EUR 40,000 - 55,000; Full time

Job summary

Bloom & Wild Group in Amsterdam is seeking a Senior Customer Delight Associate to support both Bloomon and Bloom & Wild brands with exceptional service and a joyful customer experience. You will manage the inbox daily, handle emails, chats and calls in English, Dutch or German, and drive peaks, projects and coaching to raise quality and efficiency.

Working in a fast‑paced environment, you will spot issues early, collaborate across teams, and help meet team targets and OKRs while maintaining

Qualifications

• Are you customer obsessed and put the customer’s experience first in everything you do?
• Do you enjoy solving complex problems for a variety of stakeholders?
• Can you motivate your team members while being strategic about daily inbox KPIs?
• Do you have a growth mindset and enjoy applying your insights to different challenges?
• Are you proactive, resourceful and thrive in a fast‑paced dynamic environment?
• Can you connect dots and enjoy spotting and solving issues before they become problems?

Responsibilities

• In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands delivering exceptional customer service that leaves a lasting impression.
• As a part of the Senior Customer Delight team, on a daily basis you will support our customers via the management of the inbox and deliver a variety of operational tasks.
• You will also be responsible for helping the team meet our targets and OKRs via peaks and projects, process improvement and implementation, coaching and training agents while consistently modelling care, initiative and critical thinking.
• In addition to this you will support in the inbox, requiring flexibility and adaptability to meet diverse customer needs.
• You will solve email, chats and Whatsapps at a high volume from all our markets (we have an excellent translation tool) and support on phone calls in English and German or Dutch.
• Working on a high volume of tickets with example‑leading quality is especially important over peak periods.
• You will also support complex and escalated tickets and review the quality of agents’ work with an expert and empathetic approach.
• It is essential that you can think in a solution‑oriented way and are able to work independently.
• For this position, it is also a must that you are empathetic and can put yourself in our

Skills

Customer obsession

Problem solving

Team motivation

Growth mindset

Proactive

Multi-market support

Job description

bloomon is turning the flower industry on its head – for the better. How? By disrupting the traditional supply chain! We skip the auction and wholesale, to shorten the journey for our flowers. And we harness technology, brand and innovation to deliver gifts and subscriptions that delight our customers across Europe.

We launched in Amsterdam in 2014, and in 2021 joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times). Our group is backed by top tier investors and is now home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte. Together, we’ve delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe.

Our vision is to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination.

We care wildly about people and our planet. Which is why we’re so proud to be a certified B Corp™ – committed to making long‑term positive change for our community, and the world around us.

Customer Delight Team @ Bloom & Wild Group

With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out.

• Are you customer obsessed and put the customer’s experience first in everything you do?

• Do you enjoy solving complex problems for a variety of stakeholders?

• Can you motivate your team members while being strategic about daily inbox KPIs?

• Do you have a growth mindset and enjoy applying your insights to different challenges?

• Are you proactive, resourceful and thrive in a fast‑paced dynamic environment?

• Can you connect dots and enjoy spotting and solving issues before they become problems?

Join our Customer Delight Team as a Senior Associate and bring joy to customers’ and our teams’ days with every interaction!

In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands delivering exceptional customer service that leaves a lasting impression.

As a part of the Senior Customer Delight team, on a daily basis you will support our customers via the management of the inbox and deliver a variety of operational tasks. You will also be responsible for helping the team meet our targets and OKRs via peaks and projects, process improvement and implementation, coaching and training agents while consistently modelling care, initiative and critical thinking.

In addition to this you will support in the inbox, requiring flexibility and adaptability to meet diverse customer needs. You will solve email, chats and Whatsapps at a high volume from all our markets (we have an excellent translation tool) and support on phone calls in English and German or Dutch. Working on a high volume of tickets with example‑leading quality is especially important over peak periods. You will also support complex and escalated tickets and review the quality of agents’ work with an expert and empathetic approach.

It is essential that you can think in a solution‑oriented way and are able to work independently. For this position, it is also a must that you are empathetic and can put yourself in our