Operations Customer Expert (m,f) : Dutch : Road Services

personalbro-u-herrmann; Bordeaux; Sur place; EUR 26 000 - 38 000; Plein temps

Avantages offerts par ce poste

Relocation support

Résumé du poste

personalbro-u-herrmann in France is seeking a bilingual customer service specialist to help customers by phone, email and chat, providing product information and solutions with empathy.

You will document interactions in SAP CRM, escalate complex cases, and collaborate with internal teams to improve customer satisfaction. The role requires Dutch and English, strong communication, and calm handling of pressure, with a fully paid training and relocation support.

Qualifications

• Native/fluent Dutch (written and spoken).
• English fluent (minimum level B2).
• Excellent communication skills with active listening.
• Strong problem-solving abilities to resolve inquiries efficiently.
• Experience in customer service with technical or product inquiries preferred.
• Calm and professional under high-pressure situations.
• Proficient with email/phone systems; CRM experience is a plus.
• Strong organizational skills to manage multiple requests and document conversations.

Responsabilités

• Assist customers via phone, email, and chat with product inquiries.
• Provide in-depth information about products and services to guide decisions.
• Address customer concerns with empathy and professionalism to build trust.
• Document all interactions in SAP CRM for tracking and follow-up.
• Identify and escalate complex issues to higher-level support.
• Collaborate with internal teams to resolve customer issues.
• Perform customer service tasks including updating the customer database.
• Follow up with customers to evaluate satisfaction and identify areas for improvement.
• Manage returns process and ensure policy compliance.

Connaissances

Dutch fluency

English B2

Customer service

Communication skills

Outils

SAP CRM

Description du poste

Start: 4/05 or 1/06 or 15/06

DUTIES AND RESPONSIBILITIES:

• Assist customers via phone, email, and chat with inquiries related to products.

• Provide in-depth information about the company's products and services, helping customers make well-informed decisions based on their unique needs.

• Address customer concerns with empathy and professionalism, striving for satisfaction and building trust in each interaction.

• Accurately document all customer interactions and inquiries using the SAP CRM system for proper tracking and follow-up.

• Identify and escalate complex or unresolved issues to higher-level support or management to ensure quick resolution.

• Collaborate with internal teams to deliver efficient and effective solutions to customer issues.

• Perform regular customer service tasks, including updating and maintaining the customer database.

• Reach out to customers post-interaction to evaluate satisfaction and identify opportunities for improvement.

• Manage customer complaints and oversee the returns process, ensuring compliance with company policies.

REQUIREMENTS:

• Native/fluent Dutch both verbal and written. Fluent in English (minimum B2 level)

• Excellent communication skills, with the ability to listen attentively and respond thoughtfully to customer inquiries

• Strong problem-solving abilities to address customer concerns efficiently and provide appropriate solutions

• Experience in customer service, particularly in handling technical or product-related inquiries, is preferred but not required

• Ability to remain calm and composed during high-pressure situations, such as emergencies or difficult customer interactions

• Proficiency in using email, phone systems, and other customer service tools; experience with CRM software is a plus

• Strong organizational skills to manage multiple customer requests and document conversations accurately.

BENEFITS:

• Excellent remuneration package based on experience, skills and performance

• Be part of a dynamic multilingual, multicultural and creative team with positive and friendly atmosphere

• Guidance and tools to reach career potential

• Fully paid training on the company and products

• Opportunity to work in a supportive environment focused on growth and skill development

• Relocation support