Customer Service Manager

Marktplaats in The Netherlands, and 2dehands and 2ememain in Belgium, are part of Adevinta: a global online classifieds specialist. The three brands are hosted on a multi-tenant platform, operated from our Amsterdam location, and are the top players in the classifieds space throughout the Benelux region.

We offer consumers the opportunity to trade their unwanted products and contribute to a greener, circular economy. We offer businesses - of all sizes, from the smallest hobbyist to the biggest brands in Benelux - a platform to showcase their goods and services online to over 11 million monthly unique users.

What You’ll Do & Who You Are

At Marktplaats BV we are looking for a Customer Service Manager to join our team in Amsterdam. Be aware that this is a hybrid role (2-3 days in the office), reporting directly to the Head of Customer Support, therefore you will have to come to our offices based in Amsterdam.

As a channel Manager for our Contact Center, you will help manage relationships with third-party vendors who provide contact center services to our organisation. You will ensure that our vendors meet service level agreements (SLAs), maintain high-quality standards, and continuously improve their performance to meet the evolving needs of our business and customers. You will have a strong background in vendor management, exceptional communication skills, and a deep understanding of contact center operations.

What You'll Do

• Vendor Relationship Management:
• You will develop and maintain strong relationships with third-party contact center vendors.
• You will serve as the primary point of contact for vendor communications, escalations, and issue resolution.
• You will conduct regular performance reviews and collaborate with vendors to implement improvement plans as needed.
• Performance Monitoring and Reporting:
• Monitor vendor performance against SLAs and key performance indicators (KPIs).
• You will analyze performance data to identify trends, areas for improvement, and opportunities for optimization.
• You will prepare regular reports and presentations for stakeholders highlighting vendor performance and recommendations for improvement.
• Contract Management:
• Manage vendor contracts, including negotiation, renewal, and termination processes.
• You will ensure that contracts accurately reflect service level requirements and performance expectations.
• You will work closely with legal and procurement teams to finalize contract terms and resolve any contractual disputes.
• Quality Assurance:
• You will implement quality assurance processes to ensure that vendor services meet established standards.
• You will conduct regular audits and evaluations of vendor interactions to assess quality and compliance.
• You will provide feedback and coaching to vendors to address performance gaps and improve service delivery.
• Vendor Onboarding and Training:
• Facilitate the onboarding process for new contact center vendors, including training and orientation.
• Ensure that vendors understand our company’s policies, procedures, and service expectations.
• Collaborate with internal teams to develop training materials and resources for vendor staff.
• Continuous Improvement:
• Proactively identify opportunities to optimize contact center operations and enhance customer experience.
• Lead or participate in initiatives aimed at improving vendor performance and operational efficiency.
• Stay current on industry best practices and emerging trends in contact center management.
• Qualifications:
• Bachelor’s degree in business administration, management, or a related field (Master’s degree preferred).
• 5 to 10 years experience in vendor management, preferably in a contact center or customer service environment.
• Experience with contact center operations, including workforce management, technology platforms, and performance metrics.
• Excellent analytical skills with the ability to interpret data, identify insights, and make data-driven recommendations.
• Exceptional communication skills, both verbal and written, with the ability to effectively work with all partners.
• Negotiation skills, with the ability to manage relationships and drive results.
• Detail-oriented with strong organizational and project management skills.
  
  

Benefits

Life at Adevinta comes with its perks! Our Adevintans enjoy the following benefits:

• An attractive Base Salary 💸
• Participation in our Short-Term Incentive plan (annual bonus) 🏆
• Work From Anywhere: Enjoy up to 20 days a year of working from anywhere! Maybe not from the moon🌛well why not! just make sure you have internet connection! 🌍
• A 24/7 Employee Assistance Program for you and your family, because we care ❤️‍
• Win together, lose together is one of our key behaviours. At Adevinta you will find a collaborative environment with an opportunity to explore your potential and grow 🌱
  
  

On top of these, we also provide a range of locally relevant benefits. Wanna know more? Apply and ask our recruiters! ✨

Adevinta is an equal opportunity employer and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

If you feel like you don’t meet all of the requirements for this role but are interested, please consider applying anyway. Research suggests that women and individuals from underrepresented groups may self-select out of opportunities if they don’t meet 100% of the job requirements. We strongly encourage people from historically excluded groups to apply and look forward to speaking with you.