Customer Contact Comms Junior Specialist
Customer Contact Comms Junior Specialist
with Dutch (Hybrid from Warsaw or fully remotely)
with Dutch (Hybrid from Warsaw or fully remotely)
THE WORK:
- Providing Functional Support - Addressing consumer concerns related to overall experience, mobile payment, and loyalty programs via incoming phone calls (5–10 daily) in Dutch and occasionally in English, as well as email communication, while following detailed procedural guidelines.
- Problem Solving and Investigation - Resolving issues through effective probing and investigation, escalating complex cases when necessary to ensure the best-fit resolution.
- Ensuring Proper Documentation - Maintaining accurate records of all interactions and ensuring follow-through in line with established standards.
- Continuous Learning and Compliance - Participating in ongoing training to stay updated on processes, tools, and systems required to perform tasks effectively.
- Quality and Standards Adherence - Delivering high-quality consumer support while adhering to procedural guidelines and ensuring consistent service across all channels.
With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.
WHAT’S IN IT FOR YOU?
- Professional Development - Gain experience in consumer service, problem-solving, and handling inquiries in Dutch and English, enhancing your communication and investigative skills.
- Dynamic Work Environment - Work with a variety of cases through phone and email interactions, providing impactful solutions and ensuring customer satisfaction.
- Skill Enhancement and Growth - Access continuous training and development opportunities to stay updated on tools, systems, and processes, empowering you to excel in your role.
HERE’S WHAT YOU’LL NEED:
- Communication Skills - Strong verbal and written communication skills with a B2 proficiency in Dutch and English, ensuring clear and professional interactions with consumers.
- Problem-Solving Abilities - Solid problem-solving and analytical skills, capable of inductive thinking and applying lessons learned from past situations to resolve current issues.
- Professionalism and Attitude - A positive, empathetic, and professional attitude toward consumers at all times, maintaining composure under pressure.
- Quality and Standards Compliance - Ability to meet client quality standards through regular audits and feedback, demonstrating a commitment to consistent, high-quality service.
- Nice to have: Customer Service Experience - in a customer service voice role, with the ability to handle stressed consumers calmly and empathetically.
