Dutch Customer Service Administrator
Remote Based (however one day a month working in Cambridge office)
Salary: GBP23,500 + Fantastic benefits package including equipment provided
Four-week training program, week one and three in the Cambridge office (expenses and hotel stay paid)
Our client is a fast-growing health and wellbeing service, they are looking for a strong customer service associate who will support their customers. You will be responsible for ensuring the success of the customers' journey answering customers' questions, concerns and overall needs and providing helpful solutions to them in an accurate and efficient manner, maintaining high standards of customer service across all interactions.
The role will include but is not limited to:
Answer customer queries and process incoming customer requests via phone and email using ticket management software in line with company policies and service level agreements.Process customer orders via various non-voice channels (Quick Order, Web Order, Fax) using in-house system software in line with policies and service level agreements.Resolve both routine and complex enquiries in a thorough and expeditious manner, escalating to appropriate teams and individuals as required.Make outgoing phone calls to customers where appropriate to achieve a satisfactory resolution.Proactively develop relationships where possible, building opportunities with both new and existing customers and ensuring high levels of customer retention at all times.Ensure a proactive, flexible, and positive approach always when handling customer requests.Strive to achieve high customer satisfaction by going above and beyond.Motivate and encourage customers across the customer journey to maximise customer satisfaction. Candidate Profile:
Passionate about delivering excellent customer serviceMust be fluent in both oral and written English and German.Excellent IT skills.Knowledge of sales process and ordering systems is desirable but not essential.Excellent communication skills with both internal & external customers.Able to build good relationships at all levels with a positive and flexible approach.Able to solve problems, have initiative, and open to continuous improvement and learning.Must be positive, resilient, and adaptable to change On offer:
Rewarding salary packagesContributory pension scheme of up to 6%Opportunity to buy & sell holidayGym membership discountsContributory hospital and health cash planCycle2Work schemeEye care vouchersLife assuranceDiscounts at leading brands and retailers Hours of work (37.5 hours per week)
5-week rotational shift:
Week 1: Monday to Friday. 07:00 - 15:15Week 2: Monday, Tuesday, Wednesday, Thursday, and Saturday. 07:30 - 15:45Week 3: Monday to Friday. 11:00 - 19:15Week 4: Monday, Tuesday, Wednesday, Thursday, and Saturday. 08:00 - 16:15Week 5: Monday to Friday. 11:45 - 20:00