Salary: £17K
Location: Brighton, East Sussex
Language: Dutch & French
Job Title: Customer Service Team Member (Dutch and French speaker)
Location: European Shared Service Centre, Brighton
Reporting to: Customer Service Team Leader
Hours: Start times are from 07.00 - 8.30am and finish times are from 4.30 – 530pm depending on supported country requirements
Salary: £17,000
Benefits: Contributory pension scheme
Private health care
Share Purchase Plan
25 days holiday – (If you are assigned to a country other than the UK we would prefer if you worked UK bank holidays and took the bank holidays appropriate to the country supported)
Role Description
The Customer Service Departments are made up of various teams that support different countries across Europe. The composition of these teams is determined by the market sector and the language requirement of the country supported.
As a Customer Service team member you will be the main point of contact for external and internal customers within Belgium.
You will be responsible for the processing of orders from your own customer portfolio as well as for all other ordering activities which will involve responding to enquiries and dealing with queries across the entire ordering process. You will be expected to provide holiday and sickness cover for other team members within your own team but you also might be expected to assist other teams in order to achieve company key performance indicators.
You customer portfolio will include large distributors within the business to business area and therefore you will be dealing with high value orders.
Key Responsibilities
· Develop strong working relationships with key customers internally and externally
· Place orders in their various formats, process them and manage any subsequent changes
· Receive enquiries/queries relating to the ordering process & manage them through to resolution, liaising with all necessary parties
· Proactively manage the ordering process for planning major activities (i.e: promotions, price increases, Christmas, etc)
· Maintain all relevant system with valid information
· Manage the collections/returns of products
Candidate Profile
Qualifications
Candidates should ideally be educated to A-Level Standard or equivalent
Previous Experience
· PC literacy essential
· Microsoft Office or equivalent software package beneficial
· Ability to work to deadlines highly beneficial
· Office based customer service experience desirable
· Experience in dealing with telephone based customers desirable
Languages
Fluent English, French and Dutch are essential. A good working knowledge of one of the following languages is desirable: German, Swiss German, Portuguese, Italian, Spanish, Flemish, Danish, Norwegian or Swedish.
Personal Characteristics
Visionary Demonstrates understanding of the customer, shopper and user needs, attitudes and behaviours
Takes initiatives to understand the strategic direction of the organisation
Inspirational Demonstrates a contagious positive energy
Operates with honesty and integrity
Persuades others by engaging them in understanding and discussing key issues
Innovative Challenges the way things are done by promoting new ideas
Proactively recommends creative improvements to products, services and processes based on customer, shopper and user needs
Is receptive and enthusiastic in response to change
Decisive Assesses available information and develops options prior to action
Chooses to tackle difficult or tough issues directly to make sure they are addressed in a timely manner
Takes steps to understand the cause of problems
Collaborative Encourages diversity of opinions, responding positively to ideas from others, both within and outside own team
Shows appreciation and thoughtfulness for others
Building Talent Seeks team leader and peer feedback to drive personal performance and development
Shows willingness to assume new tasks and execute the same task differently
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