Our international client, with their offices in Amsterdam, is looking for a proactive and self-motivated Customer Support tourism representative. You will communicate extensively with global consumers who are travelling, and you sort out issues in cooperation with them. You look for improvements in the process and take further action if needed.
Main Tasks
- You give general information, support and service in an effective way to customers and, if applicable, travel agents in order to improve customer satisfaction, using communication channels like phone, email, and chat.
- You give website assistance to customers
- You give information to customers on fares, availability and schedules.
- You recognize sales leads and acts upon them.
- You explain advantages of company’s services over competitors and search for alternatives if the customer’s initial wish cannot be fulfilled in order to conclude a sale and to increase turnover.
- Provide feedback to the company about the use of their website and suggest improvements.
Requirements
- Professional secondary education (MBO)
- Danish business fluency and fluent English language skills -both written and spoken
- Empathic and Service minded
- Willing to go the extra mile to exceed customers’ expectations
- Proactive in sharing ideas to improve efficiency and customer satisfaction
- Previous customer service experience is preferable; or work experience in travel industry
- Team player, but also able to work independently
- Flexibility regarding working hours (weekend shifts)
You will be the internal point of contact for customers and works closely with Sales, Finance, Purchasing and Supply Chain Department building and maintaining relationship with customers. The perfect candidate manages the customer journey in such a way that an optimal balance between customer satisfaction and company capabilities can be achieved. The target is to ensure outstanding service standards and maintain high customer satisfaction.
Responsibilities/Tasks
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Overall responsibility for processing and tracking of any customer requests incl. price calculations, quotes, tenders, sample requests, technical inquiries, trial orders and responding in a timely manner
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Ability to calculate technically correct product pricing (Routings and costs considered) incl. commercial double checking of market position of products
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Documenting and logging customer complaints
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Responsible for administration of Customer Master Data in ERP and CRM tool
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Ability to create technical documentation using an internal tool
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Support and help sales in developing customers, support other projects as assigned by manager
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Collaborating with production, marketing- and sales team to enhance customer services
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Identifying customer needs and taking proactive steps to maintain positive experiences
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Analyse customer feedback and turn into action where applicable
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Tracking customer experience across online and offline channels
Requirements
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Proficiency in MS Office, ERP-systems and CRM software (knowledge of Salesforce is an advantage)
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Excellent interpersonal skills and a client-centred approach
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Ability to work independently
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Great organizational and time management abilities
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Excellent administrative skills
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Superb communication, collaboration and problem-solving skills
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Fluent in English and French, any additional language welcome
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Hand’s on mentality and stress resistance
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Approachable for internal as well as external customers
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Good listening and empathy skills. Strong sense of applying scientific methodology to a business environment.