E-Commerce Operations Manager (native German Language) at ZED Media Location: Amsterdam

Scope of the Role Running the Operations, Fraud and Customer Service Departments for Seeme.com video chat subscription based website. This is a huge opportunity for anyone looking to work in an exciting industry with massive growth rate and potential to set up new operations overseas.

Duties and Responsibilities

• Manage the customer services function in Amsterdam to ensure high levels of customer support;
• Implement service level standards and key performance indicators;
• Lead the department to ensure business objectives are met;
• Implement standard systems and procedures to monitor the effectiveness of the service provided;
• Develop and implement measures to monitor the performance of team members (includes conducting annual performance appraisals and development of personal training plans);
• Motivate the team to exceed performance targets;
• Conduct reviews of quality of service and customer satisfaction;
• Ensure future web developments address customer requirements and improve ease of doing business;
• Provide reports to senior management about the performance of the Amsterdam department and other operating units;
• Design procedures and scripts to reduce cancelations and charge backs of memberships to an absolute minimum;
• Identify fraud patterns from new customers and business partners (affiliates);
• Recruitment and selection of new team members.

• A (near-) native speaker with excellent language skills in German, both written and spoken. (Your application will not be considered if you do not meet this requirement)
• Proven history of managing a customer service function, preferably in online billing or website based environment;
• Able to demonstrate evidence of implementing process changes to improve performance;
• Proactive service delivery focused attitude, willingness to get involved in all aspects of the business with a “hands-on, can-do” approach;
• Strong leadership and interpersonal skills, plus the ability to motivate and work within all levels of the business;
• Excellent attention to detail, highly computer literate and strong affinity with the internet;
• Flexibility to deal with a diverse product range and wide customer base and excellent commercial judgement (understands the value of many small order customers);
• Experience of managing service relationships with major distributor and end-customer accounts;
• Must be comfortable with the fact that the website is a video chat site in the adult entertainment industry.

About Zed Media B.V. Zed Media is an internet marketing company focused on development and management of large traffic websites. We are in the business for over 10 years and our websites include online flash games, tubes, adult search engines, adult video file hosting, custom blogs, mobile.

Compensation
€ 3.500 to € 4.250 Euros per month depending on experience. 13th month also included.

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Keywords: Operations, Customer, Service, Support, Manager, Manage, Service, Project, Process, Quality, Affiliate, German, Amsterdam, Media, Online, Ervaren, Vacature, Werk, Functie, Baan, HBO .