Dutch Customer Service Advisor (Seasonal Contract) Work from Home.
Our client is a dynamic, fast-growth customer management business that provides outsourced customer service for an array of blue-chip brands. They are an innovative business with a growing reputation in the UK for technical innovation and digital transformation.
This is a seasonal contract (WFH) - October 2024 TO March 2025 (Potential to extend the contract depending on the campaigns performance)
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
The team's goal is to meet, deliver and where possible, exceed our clients' expectations and Service Level Agreements (SLAs).
MAIN ACTIVITIES:
- Be 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
JOB DESCRIPTION:
- 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
- Ensure that all information captured is recorded clearly and concisely without spelling errors
- Consistently deliver optimum levels of quality and service at all times
- Actively create trust with the customer demonstrating an open and honest approach
- 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 for 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 multitask and manage own workload and prioritise tasks to achieve deadlines
- Able to remain calm under pressure
- Strong written and verbal communication skills
- Experience of working in a customer-facing environment
- Works well within a team
- Confident IT skills
- Flexibility, professionalism, drive and willingness to learn
- Has the right to work legally in the UK
- Have a real enthusiasm about joining our client's family and developing your career with them
Desirable:
- Experience of working in a contact centre environment
- An understanding of high-end fashion brands
- An interest in fashion
Working hours: 10am-7pm/11am-8pm
Salary: Market Related depending on experience and skill set
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