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• High School Diploma/GED
• English: Intermediate
• Dutch: Fluent
• Answer telephone calls/emails and deal with them promptly, efficiently and with empathy to ensure a positive experience for their customers.
• Validate customer service entitlements.
• Assume responsibility and ownership for all relevant customer queries.
• Escalate calls that cannot be resolved locally, as appropriate.
• Obtain accurate customer details and amend call-handling system when applicable.
• Positively manage internal relationships.
• Contribute positively towards the achievement of performance targets in all aspects of the teams’ activities.
• Use and improve Knowledge Bases through feedback.
• Ensure through team work that all Service Level Agreements (SLAs) are met consistently.