Customer Support Agent - Dutch

For more than 100 years, our client has continually redefined the workplace experience. They have expanded from Office and Print Technology, into software and services to sustainably power today's workforce.

They are now looking for a Dutch speaking Customer Support Agent. You will be the first point of contact for customers to provide the best and most cost-effective solutions to the end user. This role will work as a liaison with various escalation teams in the business.

Responsibilities:

• Act as the primary country contact for customers on all escalationsHandle telephone/Web calls and deal with them promptly, efficiently and with empathy to ensure a positive experience for our customersInvite customers to participate in telephone problem resolution using available tools to diagnose and resolve technical problemsFacilitate or escalate customer issues and complaints, both internally and externallyCo-ordinate all consumable calls in order to enable dispatch of Xerox & Multi-vendor consumables to customersCo-ordinate all Break/Fix calls in order to enable dispatch of Xerox & Multi-vendor engineers to customersLiaise with Various Helpdesks, Xerox and Third-Party Service Providers escalating through these avenues to closeFlexibility to take on additional tasks as directed by Team LeadValidate Customer details and requirements on data entry, deal with appropriatelyMaintain accurate database informationObtain call closures details on all dispatched callsWorks within established procedures with a moderate degree of supervisionIdentifies problems in straightforward situations, and makes sound decisions using standard procedures

Requirements:

• Fluency in Dutch and English in writing and speakingMinimum of 6 months working in similar customer support roleSkill and competency at providing professional technical telephone support.Can demonstrate effective interactive skills and ability to work as part of a team.Excellent team player with a committed approach to teamwork and customer responsibilities.Flexibility with working time patterns which will need to align with in country requirementsAbility to follow relevant instruction and to use appropriately relevant knowledge bases

Benefits:

• Hybrid working model
• Flexible working hours (no evenings or weekends)
• 7% yearly bonus paid quarterly