Temporary Customer Service Representative - Spanish & French
Under Armour is all about performance. Because what we make empowers athletes in every form to push themselves, to turn good into great, and to stay hungry for whatever comes next. And this is exactly what we expect from each other.
Working with us means one key thing: no matter what you do, you see every day and every project as a chance to push your field forward. In every store and every office, we build teams where everyone is an MVP. And together we tackle every challenge head on. Because we work to push the gear, the game, and ourselves farther.
We’re looking for people who do more than good work.
We’re looking for the Best in Every Game.
Under Armour is the chosen brand of this generation of athletes... and the athletes of tomorrow. We're about performance - in training and on game day, in blistering heat and bitter cold. Whatever the conditions, whatever the sport, Under Armour delivers the advantage athletes have come to demand.
That demand has created an environment of growth. An environment where building a great team is vital. An environment where doing whatever it takes is the baseline and going above and beyond to protect the Brand is commonplace.
The world's hungriest athletes live by a code, a pledge to themselves and everyone else: Protect This House... I Will. Our goal is to Build A Great Team! Will YOU…Protect This House?!
Under Armour is seeking Temporary e-Commerce Customer Support to cover the Spanish and French markets, and to support the other markets when required. The CS will work within the e-Commerce Customer Support team based in Amsterdam. This role connects directly with Under Armour’s external/internal customers through email, phone and customer reviews. Within this role, you will be responsible for providing first class service to our customers from our Under Armour websites (UK, NL, DE, IT, ES, FR).
ROLE & RESPONSIBILITIES:
- Represent the company and our customer service philosophy with the utmost integrity while delivering best in class customer service.
- Assist customers with phone/email enquiries related to customer orders, product information and company policies etc from our English website plus support others European websites upon request.
- Receive, process, and verify the accuracy of orders from customers utilizing the organization’s internal CRM/mainframe system as well as customer purchase orders.
- Answer customer reviews submitted on our Social media and on e-Commerce websites.
- Handle complaints.
- Perform order management functions: Work with our various platforms to track, maintain orders, returns and credits.
- Clarify to the customers the company policies such as returns and exchanges.
- Proactively involved in maintaining up-to-date procedure documentations within the Under Armour customer service policies.
- Actively contribute to e-Commerce process improvement initiatives within the Customer Support team to ensure customer satisfaction.
- Communicate proactively, professionally, efficiently and tactfully with key stakeholders internal and external (sales ops, logistics, IT as well as local and global e-Commerce) customers.
- Escalate issues in a structured way to CS management.
- Run daily/weekly/monthly reports according to service level agreement.
- Customer Service: Enthusiastic, positive, patient, professional and pro-active service minded attitude. Manage difficult or emotional customer situations. Respond quickly to customer needs.
- Problem Solving: Solution oriented. Identifies and resolves problems in a timely manner.
- Interpersonal Skills: Focus on solving conflict not blaming. Remains open to others’ ideas and flexible to change.
- Communication Skills: Excellent oral and written communication skills; Good listener.
- Good organizational abilities / Prioritisation: Follow policies and procedures; Knows how to effectively priotitise; Complete administrative tasks correctly and on time.
- Multi-tasking in fast paced environment: Ability to stay calm under pressure and handle multiple tasks ·
- Flexibility: Be able to juggle many projects simultaneously and take on additional tasks and responsibilities when required.
- Change minded: Must be adaptable to changing work situations.
- Ability to work as part of a team: Balance team and individual responsibilities; Contributes to building a positive team spirit; Supports team goals and workload.
EDUCATION & EXPERIENCE:
- Experience: Vocational Degree (MBO) or 2 years + customer service background, in a related industry (sports/lifestyle or fashion) is preferred
- Previous online experience preferred.
- Passion for sports preferred.
- Computer skills: Microsoft office and SAP preferred.
- Language skills: Fluent in spoken and written Spanish, French and English is required.
Under Armour is an Equal Opportunity Employer and we are committed to diversity in the workplace. We encourage qualified diverse candidates to apply. Under Armour does not discriminate against any candidate on the basis of race, gender, disability, religion, national origin, age, or any other protected category.