Customer Delight Associate

bloomon is turning the flower industry on its head – for the better. How? By disrupting the traditional supply chain! We skip the auction and wholesale, to shorten the journey for our flowers. And we harness technology, brand and innovation to deliver gifts and subscriptions that delight our customers across Europe. We launched in Amsterdam in 2014, and in 2021 joined forces with Bloom & Wild, the UK's fastest growing ecommerce company (according to the Financial Times). Our group is backed by top tier investors and is now home to a family of 3 strong brands, Bloom & Wild, bloomon and Bergamotte. Together, we’ve delivered over 20 million orders (and counting!), making us the largest direct to consumer flower business in Europe. Our vision is to create the destination for making life a little more thoughtful and beautiful. And we won't stop at flowers and plants. Starting with the Bloom & Wild brand, we're expanding our gifting offering to other categories like cakes, candles and cocktails. This is all part of our ambition to build Europe's #1 direct to consumer gifting destination. We care wildly about people and our planet. Which is why we’re so proud to be a certified B CorpTM – committed to making long-term positive change for our community, and the world around us. 🛠️ Customer Delight Team @ Bloom & Wild Group With the same care we are watering our flowers and arranging our beautiful bouquets, we are looking after our customers and helping them out. Do you love to be in contact with people, take problems seriously, and strive for solutions? Do you have a friendly personality and like to make people happy? Are you crazy about flowers and are also interested in logistics? Are you proactive and like to work in a dynamic environment? Join our Customer Delight Team as a Customer Service Caretaker and bring joy to customers' days with every interaction! In this role, you'll focus on supporting both our bloomon and Bloom & Wild brands (can be London or Amsterdam based), delivering exceptional service that leaves a lasting impression. While primarily part of the Dutch team, you'll handle requests from both Dutch-speaking and English-speaking customers, requiring flexibility and adaptability to meet diverse needs. In this role, you will be responsible mainly for our Dutch and British customers via email, whatsapp and phone. From time to time we will also ask you to jump into our German email queues (you can answer in English, we are working with a great translation tool. You will also be responsible for coordinating Dutch deliveries in the Netherlands and you will be in contact with logistics partners to provide our customers with up-to-date information. It is essential that you can think in a solution-oriented way and are able to act independently. For this position, it is also a must that you are empathetic and can put yourself in our customers' shoes. You will carry out varied work and be given a lot of responsibility straight away.

⚙️ This is how a day of caring wildly looks like in the Customer Delight team:

• Grab a coffee (and some fruits) before you start the day.
• Ready to work. You are on the phone this morning, making sure to help our customers and finding quick solutions that bring a smile to their faces.
• Mini-break. Time to enjoy some fresh air and sun on our roof terrace. You also take a look at this week's flower collection while walking outside (our office is always filled with this week's bouquets).
• Back to work. It is quiet on the phone so you can turn to whatsapp, helping out and answering questions about flowers, deliveries and add-ons.
• Lunchtime. Mmmh, that smells good. Enjoy some nice sandwiches, salads or soup together with your colleagues.
• Now it is time for you to work on emails and webcare for the Bloom & Wild brand, communicating in English. Flexibility is key here as you are switching between the email and phone channel this afternoon as well as alternating between the brands.
• Time for an afternoon coffee!
• Now your team lead has planned a quality evaluation with you. Together you are reviewing your performance as well as some emails and calls together. You are getting some valuable feedback on how to improve your productivity and how to handle difficult phone conversations.
• End of your shift. You are waving goodbye to the evening crew who just arrived and will take care of the deliveries tonight, which means keeping in touch with various logistical partners and helping to coordinate the routes for the deliveries. Delivery nights are Wednesday to Friday evenings.

✅ Sun, water, flower food...What you need to make us flourish:

• Available for at least 24 to 40 hours a week (1 evening shift per week).
• Strong communication and writing skills in Dutch (fluent) as well as a English as you will work in different inboxes.
• A background in a customer service-oriented position is a plus.
• Comfortable reaching out to and advising customers.
• A solution-oriented and friendly attitude as well as a kind nature.
• Proactive and definite ‘can do’ attitude.

✅ Good to know:

• Working hours for this role will be with shifts between 09:00 and 22:30 Monday-Sunday and may change when required to match the business needs. This also includes bank holidays. Some flexibility is required for this role.
• We expect you to work at least one evening shift per week (delivery nights are Wednesday - Friday) and 1-2 weekends per month (day shift on Saturdays).
• If you are based at the Amsterdam office, we kindly ask you to be present at the office on Mondays and Thursdays.

These are some of the skills and experience we think will enable success in this role, but please don’t worry if you are missing some of these. We’re committed to building a team made up of different strengths, skills and experiences, so if you’re excited about our values, passionate about what you do and would like to join us in doing things more thoughtfully, we’d love to hear from you. 🏡 Belonging at Bloom & Wild Group We know that we learn through our differences, and building a diverse team has always been central to creating the best experience for our customers. We value all backgrounds, perspectives, ideas and experiences, and encourage everyone to share their opinions openly within our caring and inclusive team. 🧭 Our ways of working We do things a little bit differently. From inventing letterbox flowers to founding The Thoughtful Marketing Movement. We’re big on collaboration, empathy, knowledge sharing and growth, and our values drive our priorities every day: Lead change for good: we have the guts to try new things and step up to do what matters most Think deeply, act swiftly: we make sure there’s thoughtful rationale behind our approach and always act swiftly to implement ideas Care wildly: we pour care and creativity into everything we do and pay attention to the things that make a difference Stay open, be curious: we’re open about what we’re doing and why, and we welcome challenges from each other We really believe in the power of face-to-face connections - be that through a shared project, a learning and development opportunity, or an after work social - and trust our teams to make the right decisions (for them and us) about where and how they work each day. Our working patterns are flexible and vary across the business, depending on the type of work, need for collaboration, and personal and wellbeing circumstances. 🌟 (Some of) The good stuff To care wildly for our customers, firstly we care wildly for our teams. We work hard to craft a culture of thoughtfulness and care, where there is a strong sense of inclusion and belonging, enabling all of our people to thrive and be successful each day. 🌻 Work that works for you - Work Abroad for up to 30 days each year - Share in our success with a choice to take equity options from day 1 - 1 day per year to volunteer on a project that’s close to your heart - We’ll support your commute to our office and site locations. Depending on your journey to work, this may include a Swapfiets, an NS business card or expense reimbursement - Phone allowance 🌴 Time off - 24 vacation days and an option to buy an extra 5 each year - Happiness days (1 extra day each quarter for your personal ‘me time’) - 1 celebration day per year, to celebrate a holiday that’s important to you - Flexible bank holidays - trade a bank holiday for another day that fits your beliefs, values and celebration calendar 🌱 Health and wellbeing - Mental health support through Open Up, including access to online therapy sessions - Allies and champions groups - Mental Health First Aiders and awareness training for our managers - In person and virtual yoga every week - Our office kitchen is stocked with healthy drinks and snacks to keep you going - Workplace pension contributions 🌳 Growth & Development - A flexible training framework for every stage of your career development through our Bloom & Learn programme - Internal & external Speaker Sessions on a variety of different inspirational topics. 💐 Moments that matter - We love having lunch together! We offer daily fresh and healthy lunch options at our locations in Amsterdam and Amstelveen, - A BBQ-worthy rooftop terrace (Amsterdam HQ) - Social & wellbeing monthly calendar - We love to celebrate birthdays, anniversaries and other important milestones! - Summer and End of Year events, team lunches and post-peak celebrations - Irresistible discounts on our products, blooms & subscriptions! 🫱‍🫲 Getting hired We know that job searching can be daunting, and we want to do everything we can to ensure that your experience with us is a good one. Interviewing is a 2-way process, and we’re keen to answer all of the questions you have, so that you can be sure (and excited!) that we’re the right move for you. We believe in leading change for good, so do let us know if there’s anything we can do to support your application process. Also, if you have any feedback, please help us to improve our candidate experience by sharing (anonymously) here.