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Posted Date: 13 July 2010

Ref No.: 0910-5

Region: Rotterdam, NL

Language(s) Required: Dutch/Flemish and English essential

Job Description

Our clients’ mission is to achieve world class customer satisfaction, and they strongly believe this can be reached through leading, owning and improving the customer experience directly, understanding the customers’ requirements personally and delighting customers again and again. They are now looking for passionate talent to join a new team, and make this ambition a reality.

Tasks & Responsibilities



• Respond effectively, and within service levels, to customer requests (product orders; information requests; technical support; complaints) received by telephone; fax; email; post or web. This is a low volume environment where priority is given to ensuring customer satisfaction.


• Accurate logging and follow-up of customer issues until a successful resolution for the customer is achieved.


• Proactively keep customers informed of progress, and take personal responsibility and ownership for their issues and problems.


• Communicate/escalate issues to Team Leader, and in product training sessions, any trend data on specific key areas of customer dissatisfaction.


• Educate customers on additional products and services available and offer alternative solutions where appropriate to grow revenue.

Requirements:

Candidate Profile

• Dutch/Flemish native level speaker with a strong level of English. French is a big plus
• Effective communication, listening & questioning skills; ability to build rapport with customers
• Proven customer care skills (ideally in a telephone based, B2B environment) and commitment to quality
• Ability to understand, meet and exceed customer expectations – consistently producing quality and speed of service standards
• Knowledge of bookkeeping/accounting is a strong preference
• Good problem solving / analytical skills; react in a quick & logical manner to customer requests
• Ability to work as part of a team, and on own initiative
• Strong time management skills, able to plan / prioritise workload in a fast-paced, complex environment
• Numerate, with good commercial awareness; at ease using financial and business related terms
• Basic knowledge of financial/accounting statements is a strong advantage
• Punctual & reliable, with a positive and flexible approach
• Computer literate with excellent keyboard skills

Responsibilities:

What the company offers

• International, fast-moving environment
• Competitive salary and attractive benefits package, including 13th month and on-site gym
• Long-term security and genuine career advancement opportunities within a growing, market-leading organization
• Convenient location close to metro station