Customer Assistant Center Agent - Roemenië/Romania
“Working in a team within a customer care center environment, responsible for the resolution of incoming contacts from Opel/Vauxhall customers whilst working with the Dealer network. To continually promote our core values in order to earn Customers for life and put the Customer at the center of everything we do”.
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Handling Dutch language customer contacts, including responding to incoming phone calls and written correspondence.
Delivering service excellence by efficiently problem-solving and positively reacting to customer situations in a professional, polite and clear manner
Meet standards in volume, quality, performance & attendance.
Fully investigates the Customer’s requirements using specific systems and procedures
Understanding and resolving the customer request, or creating & agreeing action plans to lead to resolution.
Accurate logging of all contacts and following up on action plans using a case management system
Where necessary liaising with business partners – i.e. Dealers, Field Managers and internal departments to develop service request resolutions & action plans.
Escalating issues to the Team Leader, ensuring the group maintains professionalism at all times whilst working within strict service level criteria.
Performs other related duties, as assigned, flexibility towards work
Ensure compliance with company regulations with regards to Data Security and Protection Standards
Spoken and written Dutch language skills to native standard (including business correspondence), thorough understanding of the native culture.
Ability to use English skills as second language during European multi-national meetings, for systems, performance evaluation and training purposes (for non UK markets)
Experience in a customer service role would be considered an advantage
Good computer literacy – competent in the main Microsoft Office packages and Internet Explorer
Demonstrated ability in using communication applications
Customer service excellence – enjoys direct contact with customers by telephone and understanding the customer’s needs, displays diplomacy, is polite, remains calm, listens, and apologizes where necessary, always portrays a professional & positive image to the customer
Ability to work under pressure and deal with a customer in demanding situations, to learn quickly in a changing environment, to use own initiative and make decisions, ability to prioritize and manage own workload
Logical approach to problem resolution, gathers facts, takes corrective action, escalates problem at the appropriate stage, ability to work on own initiative to follow up and resolve service requests raised by customers
Team player – helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
Attractive rewards and additional performance based bonuses
Full private medical insurance & discounted prices for the dependents of the employee • Child birth support
Online library access for passionate book readers
Health & Nutrition: Health and wellness services @ the office
Various discounts for gym classes & other recreational activities
Free development training, for both personal and professional purpose, via our E-Learning platform
Multicultural and enthusiastic work environment
Access to the company’s cultural events including well-known festivals in Romania
Lunch vouchers 15Ron p/d
Easter gift vouchers for all employees in value of 150 RON/employee
Annual vacation vouchers to be split per each business depending on the number of active employees (1 voucher for every 50 employees, criteria will stay the same)
Support in case of first grade relative death (1000 RON)
Flight will be booked and paid by Arvato
2 Weeks hotel on arrival
Up to 1000 Euro Net relocation support
Relocation support team