Senior Process Associate – Customer Service, Dutch
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Job Description
Customer Service Consultant providing support through electronic channels and handling customer orders remotely. Requires Dutch and English proficiency alongside a bachelor's degree.
Responsibilities:
- Customer service through electronic channels.
- Being able to communicate effectively both verbally and in writing.
- Able to sense other people’s emotions and provide the answer or support based on their needs.
- Have a high-level tolerance without losing temper or being irritated by the day-to-day situation.
- Easy adjust to changing scenarios regarding ways of working.
- Going beyond simply hearing the words that the other person speaks. Trying to focus on the needs and provide the right solution.
- Receiving and placing customer orders for the in-scope products/services (leasing, credit, bank accounts);
- Projecting a positive image of the company and brand.
- Implementing changes using your creativity and focus on process improvement.
- Correct and complete documentation of all customer interactions. Having a good ‘know-how’ of the entire process.
- Using time effectively and prioritize the daily tasks accordingly.
- Sharing with all team members any relevant knowledge obtained through customer interactions.
- Attending training sessions.
- Arranging working schedules with colleagues flexibly, according to business needs.
- Successfully completing the training plan and passing the process knowledge test (PKT) on a regular basis.
- Providing assistance to new colleagues whenever possible.
- Inform the process trainers and the management team whenever the information in an SOP is identified as out-of-date.
- Able to use tools such excel, word, PowerPoint - as per the business and process requirements.
Requirements:
- Good knowledge of Dutch (C1) and English (B2).
- Bachelor’s degree.
- Good MS Office knowledge.
- Analytical thinking and self-starter.
- Relevant experience in phone customer service.
- High motivation and ability to learn.
- Ability to work under time pressure.
Benefits:
- Health insurance
- 401(k) matching
- Flexible work hours
- Paid time off
- Remote work options
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