Detalii loc de munca
We are looking for a Dutch speaker with good analytical skills and experience in Customer Service. • The purpose of the role is to provide resolution to Technology service requests within a timely manner and to demonstrate technical expertise and exceptionally good customer service skills • Interact with customers via telephone, e-mail and the web, providing technical support and problems solving abilities. • Identify, evaluate and prioritize customer problems and complaints to ITIL standards • Analyze customer problems and formulate plans of resolution. • Assist in identifying resolution gaps at the helpdesk and author knowledge base submissions accordingly. • Assist in evaluating new services, processes and technologies introduced at the helpdesk. • Participate in departmental training activities including training programs in support of new technologies, procedures, and customer service enhancements • Work with departmental staff to promote, develop, and maintain high standards of customer service. • Escalate unresolved issues to support leads, designated service group or client help desk. • Additional projects as required.
Essential / Minimum Criteria •Fluent English & Dutch Language Skills: Able to communicate with customers on a day to day basis via telephone, email & chat services and is able to ensure they are dealt with in a timely manner. •Able to quickly build rapport with customers, colleagues and management •Candidates should have a high level of motivation and focus on their daily tasks •Candidates are encouraged to seek out opportunities within the business •Candidates should be able to demonstrate that they can work in a target driven environment where incidents must be managed within specific SLA’s •Demonstrate IT competencies in the following areas; oWindows XP / 7 oMS Office 2007 / 2010