About Wonderbox
European specialist in giftboxes and leisure activity sales online. Nearly 600 employees with €350 million turnover, operating across France, Spain, Italy, Belgium, Switzerland, Netherlands, Portugal, Denmark, Sweden, Norway, USA and Canada. Mission: "Make our customers’ dreams come true and offer them original gift solutions in the world of leisure."
Daily responsibilities
- Listen to, analyze and evaluate phone calls via structured calibration sessions
- Conduct side-by-side sessions with agents, observe in real-time and intervene
- Coach each agent individually in Dutch, identifying strengths and improvement areas
- Lead group competency improvement workshops (scripts, complaint handling, tone, empathy) with manager
- Create individual development plans for each employee
- Prepare clear and useful quality reports for manager
- Contribute to continuous improvement of processes, scripts and training materials (primarily translation)
- Serve as quality standards reference point for BE and NL teams
Required profile
- Coach fluently in Dutch with natural conviction (100% required; French and/or English a plus)
- Explain without condescension, provide feedback without hurting feelings
- Genuine listening skills; identify issues within 30 seconds of conversation
- Transform difficult feedback into growth opportunities
- Meticulous yet flexible in evaluations
- Prior call center or similar environment experience preferred
- Knowledge of call recording/listening tools, CRM and office applications
- Autonomous, organized, seamlessly manage field visits and reporting
What we offer
- Fixed-term employment contract (12 months)
- Public transport reimbursement
- Meal vouchers
- Discounts on gift cards
- Team building and company events
- Personal development tools
- Welcoming colleagues and modern office with terrace
