We are looking for a Junior Consumer Care Support Specialist to join a global retail client. The role will focus on supporting outsourced contact centres, managing escalations, and improving consumer experience across digital channels. You will work closely with cross-functional teams to resolve issues, identify trends, and drive continuous improvements in service delivery.

Responsibilities:

* Support outsourced contact centres with day-to-day queries and escalations

* Manage and resolve complex consumer incidents through CRM tools and internal collaboration

* Act as a key point of contact for third-level escalations from contact centres

* Identify trends from escalations and drive root cause analysis

* Propose and support process improvements to enhance consumer experience

* Collaborate with cross-functional teams including digital operations, logistics, and support teams

* Report technical issues and follow up to ensure timely resolution

* Maintain strong relationships with external partners and internal stakeholders

Requirements:

* Strong problem-solving mindset with the ability to identify root causes and propose solutions

* Analytical skills with attention to detail and a focus on improving processes

* Experience handling customer escalations and complaints in a structured manner

* Ability to manage multiple priorities and meet tight deadlines

* Clear and structured written and verbal communication skills

* Consumer-centric approach with the ability to understand end-to-end customer experience

* Experience with Microsoft Office, including strong Excel skills for reporting and analysis

* Familiarity with CRM and order management systems is an advantage

* Fluency in English; additional European languages are beneficial

Contract details:

* Start Date: ASAP

* Duration: 6months +

* Location: Netherlands

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