Vacancy: Teamlead Customer Service (40 hours)

Do you get energized by satisfied customers and by improving processes? Do you enjoy
mentoring colleagues, taking responsibility, and elevating a department to a higher
level? Then we have an exciting challenge for you.

At Kookgigant, we are looking for a Team Lead Customer Service who will take ownership of our
customer service. You will not only be responsible for an excellent customer experience,
but also for managing, improving, and further developing the department.

You will actively participate in daily customer service, while simultaneously looking at the
bigger picture. You will identify patterns, analyze recurring issues, and ensure that
processes are set up to be smarter, more efficient, and more customer-friendly. In doing so, you will work
closely with colleagues from logistics, marketing, and development.

In addition, you will play an important role in the implementation of AI and automation. You will contribute to
knowledge bases, workflows, smart customer support, and other solutions that
further enhance our customer service.

 

 

About Kookgigant
Kookgigant is a rapidly growing e-commerce company in Apeldoorn with big ambitions. What
started as a specialist in cooking products is increasingly becoming a leading
player in the Dutch cooking and kitchen market.

With a strong assortment, our own webshop, physical store, and warehouse, we
build a brand every day that customers love to return to. Our ambition is clear: to become the best
online destination for everyone who loves cooking.

We are a small, ambitious, and dedicated team where ideas are quickly translated into action.
Do you see opportunities to do something better? Then you will be given the freedom and responsibility to
pursue it. This is precisely why you can make a significant impact at Kookgigant and truly contribute
to the company's growth.

 

 

What will you do?
As Team Lead Customer Service, you will be responsible for the daily management and
development of our customer service. You will ensure that customers are helped quickly, expertly, and
friendly, and that the department continuously improves.
Your tasks will include:

 

• Answering customer inquiries daily via email, phone, and chat
  
• Advising customers about our products and providing appropriate product advice
  
• Resolving complex customer inquiries, returns, and delivery issues
  
• Managing, guiding, and supporting colleagues and interns
  
• Onboarding new employees
  
• Monitoring KPIs such as customer satisfaction, response times, and resolution speed
  
• Improving the quality of customer contact and customer processes
  
• Identifying recurring customer inquiries and structural bottlenecks
  
• Initiating and implementing process improvements within customer service
  
• Liaising with logistics, marketing, and development to solve customer problems structurally
  solve problems
  
• Contributing ideas on AI applications, automations, knowledge bases, and more efficient
  workflows
  
• Taking responsibility for the further development of the
  customer service department
  

 

You will have a lot of freedom to implement improvements. Do you see opportunities to make processes smarter
or improve the customer experience? Then you will be given the space to develop
and realize those ideas.

During quieter periods, you will also help with:

• Optimizing product pages and putting new products online
• Contributing ideas about the online customer journey
  
• Supporting various projects within the webshop
  
• Implementing improvements in other departments where necessary

Who are we looking for?
We are looking for someone who:

• Has experience in customer service or customer support
• Is ready for a next step or already has experience managing colleagues
• Takes ownership and dares to take responsibility
  
• Is customer-focused and analytically strong
  
• Recognizes patterns and wants to solve problems structurally
  
• Is strong in communication and knows how to involve people in improvements
  
• Can maintain a good overview and set priorities
  
• Has an affinity with AI, automation, and process optimization
  
• Is interested in cooking and cooking products
  
• Is willing to thoroughly familiarize themselves with our assortment so that customers can be helped expertly
  can be helped
  
• Speaks and writes good Dutch
  
• Is proficient in English
• Has an MBO or HBO diploma
• Preferably lives in Apeldoorn or the immediate vicinity
  

 

Working hours

• 40 hours per week
  
• Monday to Friday
  
• 09:00 to 17:00
  

What do we offer?

• A salary between €2,700 and €3,100 gross per month (based on 40 hours),
  depending on experience
  
• A position with a lot of responsibility and ownership
  
• Direct influence on the development of customer service
  
• Plenty of room for your own ideas and initiative
  
• Working in a young, ambitious, and dedicated team
  
• Opportunities for further personal development
  
• An important role within a rapidly growing company
  
• The opportunity to actively contribute to the further growth of Kookgigant
  20% staff discount on our assortment
  
• A good pension scheme
  8% holiday pay, paid annually in May
  
• Fun team outings

Interested?
Are you someone who gets energized by satisfied customers, enjoys taking responsibility, and
likes to further develop a customer service department? Then we would love to meet you.
Send your CV and a short motivation to lara@divance.nl. Tell us who you are, why
this position suits you, and what you think you can add to Kookgigant.
Who knows, we might soon welcome you as our new Team Lead Customer Service.