Customer Service Representative – Danish + Swedish
Customer Service Representative - Danish + Swedish - Amsterdam
Customer Service Representative - Danish + Swedish - Amsterdam
Main Tasks
The CSR is responsible for handling the customer's calls (queries, complaints) and for entering and handling their order according to internal processes in order to provide the most professional, accurate, errorless and timely service. He/She handles incoming correspondence, faxes, e-mails, ensures interface with other internal departments, analyses the cause of products returns, issues credit notes and invoices. Manages the flow of information within his area of responsibility, takes necessary actions in line with the company's requirements and in order to satisfy the customer's needs. The representative feels responsible for the execution of the entire customer process, from the moment an order is placed to taking care of after sales service. He/She guarantees the quality of the company's supply chain and is in contact with key accounts, sales colleagues and manufacturing sites.
Tasks and Responsibilities
Customer Service Orientation
- Responsible for managing and following up the calls and the customer orders in line with internal and corporate policy in order to provide the most professional, accurate, errorless and timely service;
- Responsible to contribute consistently to the achievement of the customer service team level and meet the corporate values;
- Act as an interface with either internal department such as logistics, Credit Management, Sales and Tech Support in order to ensure a qualitative and on time response of the required tasks;
- Escalate to the process co-ordinators and Supervisors any business or process areas that require improvement;
- Responsible for the daily filing of the daily booked orders or any relevant information;
- Understands the company's values as his/her daily routine.
Targets to achieve in this position
- Good knowledge of the organization of country of responsibility (e.g. know the managers, the sales colleagues) by using the new trainee material
- Understand responsibilities of the different departments in Amsterdam
- Comply with the service level agreements (80% SL) lost call rates (5% LCR)
- Understands and manages the basic processes:
- Order entry: regular order/multiship
- Credit Rebill
- Good understanding of tools: POP's Service Contracts, Customer file database, Product file database, Business Classification Database,Customer Service EU database, Inbound fax database, Credit Rebill database
- Look for ways to optimise service
- Share ideas within the team
Requirements
- High school diploma plus 1-2 years specialisation in Business/Trading or equivalent
- Customer Service /Oracle /Logistic experience as a definite asset
- Fluent in Danish (written and spoken) and preferably fluent Swedish (written and spoken). Fluent English essential.
- Customer Service oriented
- Extensive communication skills (verbal and written), active listener
- Accurate, well organised
- Team player, positive attitude
- User experienced with computers