Job Description

Job Overview:

• Customer Service Teams interact with customers, company sales and/or service representatives to handle a variety of pre-sales or post-sales service functions.
• They take and process transactions via phone, internet and correspondence from customers and representatives and respond to inquiries about products or services.
• They may promote and sell our company's products or services as well as investigate and resolve customer complaints.

Responsibilities:

• With a strong customer focused mindset: Drive customer satisfaction by improving and following up (Scorecard, NPS, FCR, CES, etc.)
• Develop together with the sales organization a service strategy and execution plan
• Planning, organizing and execution; workforce management, skills management, backup structure, priority   setting, effective use of tools and embed in team
• Escalation management, focal point for the team, internal groups and the customer
• Develop best in class processes and share best practices in the CC organization (coaching)
• Build and maintain strong relationships with internal & external customers
• People management – own yearly cycle and actions on performance and evaluation process management. Be an inclusive leader by driving engagement actions creating a high performing team
• Identify and develop talent
• Business understanding.

Experience and Knowledge:

• Master’s degree or equivalent level of practical experience
• 5 to 8 years professional experience in a customer facing role ideally within a global environment.
• English and Dutch language skills a must, other languages an advantage
• Experience in working with SAP, MS Office packages Word, Outlook, Excel, and salesforce.com.

Skills and Abilities:

• Ability to develop a vision, improvement strategy and execute on priorities
• Excellent relationship and communication skills and building effective teams
• Ability to work in an operational environment with clear deadlines and challenging targets with a high level of flexibility
• Strong customer passion with the drive for results and continuous improvement
• Dynamic and high energy, able to multi-task and perform under pressure
• Team player who demonstrates strong people management skills.

Competencies:

• Building Effective Teams
• Motivating Others
• Managing and Measuring Work
• Values: Integrity, Accountability,Teamwork, Innovation
• SET : Strategy, Execution, Talent (for managers).

Are you interested to join the team? Create your CV online and apply today!

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