Back to search.Abroad Experience International - Customer Service Rep - Danish (Vianen)
| Employment Type: | Contract |
| Location: | Utrecht, The Netherlands |
| Salary: | |
| Languages: | English, Danish |
Advertiser Details
- Name:Abroad Experience International
- Posted:12-04-2010
- Code:9079815 - 3899
The primary responsibility of this position is to become the single point of contact you’re your own customer base, ensuring the most effective resolution of customer queries. This will involve 1st call resolution for the majority of customer queries and ensuring complex cases are escalated to and followed up by the correct point of contact.
Queries will include but are not limited to the following:
• Post sales - RMA and escalation of more technical queries
• Pre sales – sizing queries, reseller referrals, opportunity identification, e-commerce.
• Order Management – order status feedback.
Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments. Our overall objective is to improve our Customer Satisfaction by providing a high quality professional Service customers in EMEA.
ESSENTIAL FUNCTIONS:
* 40% - Providing post sales support to customers. Assisting customers with unit analysis and completing RMA’s when necessary.
* 30% - Logging customer details and problem description for all Customers and escalating cases to the technical support engineers for advanced troubleshooting and resolution. Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments.
* 20% - For pre sales customers this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct contact. Advising customers on the correct solution for their requirements.
* 10% - Providing customers with ETA’s, product availability and order status information.
SECONDARY FUNCTIONS:
* Provide language support to escalation teams where necessary.
* Project work where applicable.
KEY PROFESSIONAL RELATIONSHIPS
* Escalation support teams, Sales team, CTO Team, Logistics partners and Accounts Receivable
Requirements :
* Bachelor’s Degree in Business / IT preferred
* Experience with required education: 1 - 2 years of related experience
* Experience without required education: 2 - 4 years of related experience
* Fluency required in English and Danish
* Fluency in one other European language is a bonus.
* Previous Customer support experience.
* Ability to multi task essential (logging queries while speaking to Customers).
* Working knowledge of major operating systems (Microsoft, Unix) essential.
* Basic aptitude for learning technical concepts essential
* Excellent interpersonal, communications and time management skills.
* Ability to work on own initiative but also as part of a team.
* Good verbal and written communication skills are required
* Flexible and an ability to learn quickly
Queries will include but are not limited to the following:
• Post sales - RMA and escalation of more technical queries
• Pre sales – sizing queries, reseller referrals, opportunity identification, e-commerce.
• Order Management – order status feedback.
Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments. Our overall objective is to improve our Customer Satisfaction by providing a high quality professional Service customers in EMEA.
ESSENTIAL FUNCTIONS:
* 40% - Providing post sales support to customers. Assisting customers with unit analysis and completing RMA’s when necessary.
* 30% - Logging customer details and problem description for all Customers and escalating cases to the technical support engineers for advanced troubleshooting and resolution. Take complete ownership of all Customers issues until resolution and ensure timely follow up on all commitments.
* 20% - For pre sales customers this will involve referring customers to local resellers / creating web orders, once customer’s specific needs have been identified. Identifying opportunities and escalating to the correct contact. Advising customers on the correct solution for their requirements.
* 10% - Providing customers with ETA’s, product availability and order status information.
SECONDARY FUNCTIONS:
* Provide language support to escalation teams where necessary.
* Project work where applicable.
KEY PROFESSIONAL RELATIONSHIPS
* Escalation support teams, Sales team, CTO Team, Logistics partners and Accounts Receivable
Requirements :
* Bachelor’s Degree in Business / IT preferred
* Experience with required education: 1 - 2 years of related experience
* Experience without required education: 2 - 4 years of related experience
* Fluency required in English and Danish
* Fluency in one other European language is a bonus.
* Previous Customer support experience.
* Ability to multi task essential (logging queries while speaking to Customers).
* Working knowledge of major operating systems (Microsoft, Unix) essential.
* Basic aptitude for learning technical concepts essential
* Excellent interpersonal, communications and time management skills.
* Ability to work on own initiative but also as part of a team.
* Good verbal and written communication skills are required
* Flexible and an ability to learn quickly
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