For one of our international clients in the Zoetermeer, we are looking for a Customer Care Agent for the German market.
Responsibilities/Tasks
Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Care Department for European customers. You will work closely together in the team with your colleagues and the second line of support; with sales and other departments. You report in this position to the Customer Care Team Leader.
As a Customer Care Agent, you are the “voice” and first point of contact for the company. Your duties include, but are not limited to, handling reactive incoming communications, while also proactively contributing to improve company and personal efficiency and customer satisfaction. You are also responsible for maintaining an expert knowledge about our company products and services, while providing vital insights of customer needs back into the company.
As a Customer Care Agent you are responsible for engaging and retaining a profitable relationship with the customers by:
- Answering incoming calls from potential and existing customers, resellers, distributors etc. and facilitating transferal of calls where necessary/applicable
- Processing incoming cases (emails, web2case or manually created)
- Liaise new account creation and updating customer master data
- Provide pre-sales advice for new purchase inquiries
- Provide quotations, order status updates and post-sales administration (invoices, delivery notes etc.)
- Allowing customers to be self-sufficient by providing access to and maintaining support centers and step-by-step guides
- Analyze customer enquiries and provide basic troubleshooting, where possible, and if necessary, involve the Application Specialists
- Guiding customers through the return/repair process, while cooperating with our Repair department to ensure fluid communication
- Contributing to the general success of the company by engaging in internal improvement projects/meetings
- Evaluate and process customer feedback for proactive enhancements or additions to our current assortment
- Aiding in company-wide tasks or projects (such as translations, investigations etc.)
Requirements
- Eagerness to learn about the company’s products and their specifications.
- Great interpersonal and relationship-building skills.
- Capable of working well alone as well as in a team
- Able to work under limited supervision with integrity, autonomy, initiative and independent judgment
- Customer service experience and a service-oriented attitude
- Some B2B sales experience is beneficial
- HBO level of education
- Native or near native German, business fluent English skills and an additional language on top would be ideal.
For one of our international clients in the Zoetermeer, we are looking for a Customer Care Agent for the German market.
Responsibilities/Tasks
Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Care Department for European customers. You will work closely together in the team with your colleagues and the second line of support; with sales and other departments. You report in this position to the Customer Care Team Leader.
As a Customer Care Agent, you are the “voice” and first point of contact for the company. Your duties include, but are not limited to, handling reactive incoming communications, while also proactively contributing to improve company and personal efficiency and customer satisfaction. You are also responsible for maintaining an expert knowledge about our company products and services, while providing vital insights of customer needs back into the company.
As a Customer Care Agent you are responsible for engaging and retaining a profitable relationship with the customers by:
- Answering incoming calls from potential and existing customers, resellers, distributors etc. and facilitating transferal of calls where necessary/applicable
- Processing incoming cases (emails, web2case or manually created)
- Liaise new account creation and updating customer master data
- Provide pre-sales advice for new purchase inquiries
- Provide quotations, order status updates and post-sales administration (invoices, delivery notes etc.)
- Allowing customers to be self-sufficient by providing access to and maintaining support centers and step-by-step guides
- Analyze customer enquiries and provide basic troubleshooting, where possible, and if necessary, involve the Application Specialists
- Guiding customers through the return/repair process, while cooperating with our Repair department to ensure fluid communication
- Contributing to the general success of the company by engaging in internal improvement projects/meetings
- Evaluate and process customer feedback for proactive enhancements or additions to our current assortment
- Aiding in company-wide tasks or projects (such as translations, investigations etc.)
Requirements
- Eagerness to learn about the company’s products and their specifications.
- Great interpersonal and relationship-building skills.
- Capable of working well alone as well as in a team
- Able to work under limited supervision with integrity, autonomy, initiative and independent judgment
- Customer service experience and a service-oriented attitude
- Some B2B sales experience is beneficial
- HBO level of education
- Native or near native German, business fluent English skills and an additional language on top would be ideal.
For one of our international clients in Zoetermeer, we are looking for a fluent German speaking Technical Support Specialist
Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Success Department for European customers. you will be a key contact person within our Technical Support Specialist team for our German speaking customers in mainly Germany, Austria and Switzerland. You will work closely together with the Technical Support Specialist colleagues and Customer Success Agents within the team but also with Sales and Software Engineers. You report in this position to the Customer Success Team Leader.
As an Technical Support Specialist you’re pivotal in making customers happy by efficiently solving the issues they are facing. You love to serve customers, fixing whatever the customer is facing, and have high quality standards.
You have a methodical approach, strong communication skills and thrive in an entrepreneurial environment. Finding opportunities for further improvement is your second nature.
Key Tasks:
Handling inbound and outbound customer support request
- Answering any request via email, phone, chat or other channels in a timely and satisfactory manner
- Documenting all requests, status updates and remedial actions taken
- Listen and question the end-user drilling down to core problem and collecting all info required for solving incident / request.
- Safeguard that all open requests are followed up properly
- Where necessary, liaise with your colleagues for deeper technical issues (bugs, new feature requests)
- Coordinate and follow-up all customer pre/after sales questions about the technical functionalities of the Company’s products
- Where seemed fit, propose durable solutions for recurring requests (e.g. video manuals, further training, …)
- Having a clear overview of what needs be done when and how
- Understanding how the customer is using the company’s product / service, and collect relevant feedback (e.g. feature requests, new markets…) as input for the company’s product & business development teams.
- Be an expert-user on the products serviced, and feedback any own great ideas for enhancing customer value
- Propose ways to optimize how customer support is being delivered
Job Requirements:
- Has or acts on bachelor’s degree level
- Experience with software engineering, IT, cloud-based solutions, business systems is a pro
- Several years of experience in similar role or environment
- Native German speaking, fluent English, Dutch is a plus
- Lives in the area
Competencies:
- Strong communication skills (written and orally)
- Listening & questioning skills
- Pro-active
- Independent
- Customer oriented
- Perseverance
- Flexible
- Collaborative
- Analytical & logical
- Results & process oriented
- Attention to detail
For one of our international clients in Zoetermeer, we are looking for a fluent German speaking Application Specialist
Based at our client’s European HQ in Zoetermeer, you will be the key contact person at their Customer Success Department for European customers. you will be a key contact person within our Application Specialist team for our German speaking customers in mainly Germany, Austria and Switzerland. You will work closely together with the Application Specialist colleagues and Customer Success Agents within the team but also with Sales and Software Engineers. You report in this position to the Customer Success Team Leader.
As an Application Specialist you’re pivotal in making customers happy by efficiently solving the issues they are facing. You love to serve customers, fixing whatever the customer is facing, and have high quality standards.
You have a methodical approach, strong communication skills and thrive in an entrepreneurial environment. Finding opportunities for further improvement is your second nature.
Key Tasks:
Handling inbound and outbound customer support request
- Answering any request via email, phone, chat or other channels in a timely and satisfactory manner
- Documenting all requests, status updates and remedial actions taken
- Listen and question the end-user drilling down to core problem and collecting all info required for solving incident / request.
- Safeguard that all open requests are followed up properly
- Where necessary, liaise with your colleagues for deeper technical issues (bugs, new feature requests)
- Coordinate and follow-up all customer pre/after sales questions about the technical functionalities of the Company’s products
- Where seemed fit, propose durable solutions for recurring requests (e.g. video manuals, further training, …)
- Having a clear overview of what needs be done when and how
- Understanding how the customer is using the company’s product / service, and collect relevant feedback (e.g. feature requests, new markets…) as input for the company’s product & business development teams.
- Be an expert-user on the products serviced, and feedback any own great ideas for enhancing customer value
- Propose ways to optimize how customer support is being delivered
Job Requirements:
- Has or acts on bachelor’s degree level
- Experience with software engineering, IT, cloud-based solutions, business systems is a pro
- Several years of experience in similar role or environment
- Native German speaking, fluent English, Dutch is a plus
- Lives in the area
Competencies:
- Strong communication skills (written and orally)
- Listening & questioning skills
- Pro-active
- Independent
- Customer oriented
- Perseverance
- Flexible
- Collaborative
- Analytical & logical
- Results & process oriented
- Attention to detail
