native language customer contacts
including responding to incoming phone calls and written correspondence.
Delivering service excellence by
efficiently problem-solving and positively reacting to customer situations
in a professional, polite and clear manner
Meet standards in volume, quality, performance & attendance.
Fully investigates the Customer’s requirements using specific systems and procedures
Understanding and resolving the customer request, or creating & agreeing on action plans to lead to resolution.
Accurate logging of all contacts and following up on action plans using a case management system
Where necessary liaising with business partners - i.e. Dealers, Field Managers and internal departments to develop service request resolutions & action plans.
Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria.
Performs other related duties, as assigned, flexibility towards work
Ensure compliance with company regulations with regards to Data Security and Protection Standards
Spoken and written FLEMISH language skills to native standard
including business correspondence), thorough understanding of the native culture.
Ability to use
English as a second language
during European multi-national meetings, for systems, performance evaluation and training purposes (for non-UK markets)
Experience in a customer service role would be considered an advantage
Good computer literacy - competent in the main Microsoft Office packages and Internet Explorer
Demonstrated ability in using communication applications
Customer service excellence enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologizes where necessary, always portrays a professional & positive image to the customer
Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload
Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
Team player - helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
Annual fixed bonuses
Attractive rewards and additional performance-based bonuses
Full private medical insurance
discounted prices for the dependents of the employee
Online library access for passionate book readers
Health & Nutrition : Health and wellness services at the office
Various discounts for gym classes
other recreational activities
Free development training
for both personal and professional purpose,
Multicultural and enthusiastic work environment
Access to the company’s cultural events including well-known festivals in Romania