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Dutch Customer Solutions Agent

Job Description

Dutch Customer Solutions Agent - Dublin

Our client is a multinational company that provides financial services worldwide.

As a Customer Solutions Agent, your primary responsibilities will be assisting our customers and helping to resolve their inquiries. By using the latest in modern communication and technology tools, you will be able to provide our customers with accurate answers to their questions in both a quick and helpful manner. As a frontline agent, you will be the primary point of contact for our customers – it is critical that you help provide them with predictable, compassionate, and timely resolution to their questions and inquiries while maintaining a positive and friendly attitude. An agent within Customer Solutions exhibits strong communication skills, excels at customer interaction, exhibits creativity and skill in delivering practical solutions, and thrives in quick paced and collaborative team environment.

 Core Duties:

  • Answer phone calls, emails, from customers and work to resolve their queries in real time or work with the most relevant department so it can be dealt with appropriately (90%)
  • Proactively recommend and educate the customer about features and benefits of products in order to improve their satisfaction and deepen their relationship with the company. Deliver on metrics for example: phone handled time, customer experience; proactive product offered and accepted opportunities (5%)
  • Provide consistent feedback regarding overall customer satisfaction, tools and processes (5%

Competencies:

  • Customer Focus
  • Listening
  • Problem Solving
  • Composure
  • Drive for Results
  • Functional / Technical Skills
  • Ethics and Values
  • Integrity and Trust

Skills Required:

  • Strong working knowledge of external systems, PC based internet and software applications (Internet, Microsoft Office - Outlook, Word, Excel)
  • Native level of Dutch and fluent English
  • Strong verbal (phone) communication skills utilizing active listening and clearly speaking to customers
  • Strong written (email) communication utilizing proper grammar and punctuation
  • Ability to work independently while making sound business decisions on case information
  • Well developed sense of urgency and follow through
  • Ability to multitask multiple systems, screens, and tasks during customer contacts
  • Time Management and Adherence to schedules
  • Ability to learn and adapt to new software technologies

 

Experience:

  • 12+ months customer service experience required

Ref: 421

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