Dutch Call Centre Agent at Believe Resourcing

KEY ACCOUNTABILITIES

• Brand ambassador for the client
• Ensure customer service is provided at a high standard
• Ensure that all customers can communicate with ease by acting quickly and consistently
• Display your passion for service by always putting customers first
• Make sure the customer is at the heart of every conversation
• Achieve all personal KPIs
• Take ownership and responsibility for personal development, learning, and performance levels
• Willingly undertake all necessary training provided by the Training Manager or client. Their goal is to ensure, as a team, that they meet, deliver and where possible, exceed their client’s expectations and Service Level Agreements (SLA’s).

 MAIN ACTIVITIES

• The first point of contact for all customer queries; take ownership for the investigation and resolution of customer queries and complaints; aiming for a first contact resolution wherever possible and within the parameters of the client directives and scripting
• Proactively work to mitigate any escalations, deal with returns and exchanges, order status queries and provide information on time-line logistics
• Provide outstanding customer service across telephone, social media, webchat, and email
• Update and maintain customer records ensuring that any agreed actions are logged and that customers are kept regularly informed of the progress of their issue
• Keep managers and team members updated with sensitive or potential Brand impacting issues
• Follow agreed Customer Service processes, but recognise when you need to do something different in the interests of customer satisfaction
• Highlight any broken processes that can affect the customer experience or operation and make suggestions for improvement
• Escalate any sensitive customer issues through the agreed channels
• To ensure that all information captured is recorded clearly and concisely without spelling errors
• To consistently deliver optimum levels of quality and service at all times
• To actively create trust with the customer by demonstrating an open and honest approach
• To use initiative and raise any operational or technical concerns as soon as they are identified to ensure rapid resolution by in-house departments or the client

 KEY SKILLS
 Essential

• A desire and genuine passion for delivering excellent customer service ensuring an empathetic approach
• Outstanding social service etiquette, with the ability to be versatile in your approach to adapt your style to each customer
• Excellent interpersonal skills; able to communicate with customers and colleagues at all levels
• Ability to work in a fast-paced environment with tight deadlines
• Able to multi-task and manage own workload and prioritize tasks to achieve deadlines
• Able to remain calm under pressure
• Strong written and verbal communication skills
• Experience working in a customer-facing environment
• Works well within a team
• Confident IT skills
• Flexibility, professionalism, drive, and willingness to learn
• Must be fluent in Dutch
• Desirable
• Experience working in a contact center environment
• An understanding of high-end fashion brands
• An interest in fashion