Helpdeskmedewerker 12+

Sanoma Learning; 's-Hertogenbosch; On-site; EUR 42,000 - 65,000; Full time

Job summary

Sanoma Learning is seeking a customer-focused professional to handle complex product information, order processing, and issue resolution. You will cultivate customer relationships and manage CRM data to drive retention and growth.

The role emphasizes effective communication, planful execution, and cross-functional collaboration, with a strong emphasis on compliance and continuous self-improvement. Join a leading K12 education company and contribute to Europe-wide learning impact.

Responsibilities

• Provide advanced product/service information and respond to complex customer questions about the product/service.
• Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Make calls to allocated customers to develop new relationships; act as a first point of contact for resolving customer queries and complaints.
• Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Interview the customer to clarify requirements, or assist in conducting interviews with potential customers, making notes to collect client requirements.
• Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Develop knowledge of the organization's policies and procedures and regulatory codes to ensure compliance; obtain supervisor authorization for any exceptions.
• Develop own capabilities through assessment, development planning, training and coaching; stay updated on technology, regulation, and industry best practices.

Skills

Customer Focus

Accountability

Communication

Action Oriented

Plans and Aligns

Manages Complexity

Decision Quality

Collaborates

Interpersonal Savvy

Resourcefulness

Job description

Responsibilities

• Product/Service Information: Provide advanced product/service information and respond to complex customer questions about the product/service.
• Customer Order Processing: Record and process custom/special orders that may require additional resources for delivery and coordinate with those teams as required.
• Resolving Customer Issues: Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required.
• Customer Relationship Development / Prospecting: Make calls (by telephone or in person) to allocated customers to develop new relationships. Act as a first point of contact for resolving customer queries and complaints.
• Customer Relationship Management (CRM) Data: Schedule follow-up actions and enter relevant information into the CRM system after each contact with a customer to create a call plan and to ensure that the organization has quality data to enable effective customer retention and business development activities.
• Customer Needs Clarification: Interview the customer, following a complex multilevel sales script, to clarify the customer's requirements, or assist in conducting interviews with potential customers, making detailed notes to collect client requirements.
• Renewals: Provide exceptional service to customers to encourage continued use of the organization's products/services.
• Operational Compliance: Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct to ensure own work adheres to those standards. Obtain authorization from a supervisor or manager for any exceptions from mandatory procedure.
• Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching. Develop and maintain an understanding of relevant technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.

Behavioral Competencies

• Customer Focus: Builds strong customer relationships and delivers customer‑centric solutions. For example, keeps in contact with customers to ensure problems are resolved, or to improve customer service. Studies customer feedback and emerging customer needs and uses these to determine some creative new ideas.
• Ensures Accountability: Holds self and others accountable to meet commitments. For example, accepts responsibility for own work, both successes and failures. Handles fair share and does not make excuses for problems. Usually meets commitments to others.
• Communicates Effectively: Develops and delivers multi‑mode communications that convey a clear understanding of the unique needs of different audiences. For example, listens attentively and takes an interest. Keeps others well informed; conveys information clearly, concisely, and professionally when speaking or writing.
• Action Oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm. For example, takes immediate, decisive, independent action to resolve issues or problems. Persists as needed. Quickly and consistently identifies and pursues beneficial new opportunities.
• Plans and Aligns: Plans and prioritizes work to meet commitments aligned with organizational goals. For example, adopts a sequence of activities that allows for optimal efficiency and effective coordination with others. Makes skillful use of resources and support to deliver efficient, high‑quality work.
• Manages Complexity: Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. For example, looks at complex issues from multiple angles; explores issues to uncover underlying issues and root causes; sees the main consequences and implications of different options.
• Decision Quality: Makes good and timely decisions that keep the organization moving forward. For example, consistently demonstrates strong judgment; may be sought out by others for expertise and guidance. Takes smart, independent action in urgent and non‑routine situations, knows when to replace for others' involvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. For example, readily involves others to accomplish goals; stays in touch and shares information; discourages "us versus them" thinking; shows appreciation for others' ideas and input.
• Interpersonal Savvy: Relates openly and comfortably with diverse groups of people. For example, takes time to build rapport in meetings; speaks about common interests and priorities; shows tact and sensitivity in difficult interpersonal situations. Maintains productive relationships with a wide variety of people and from a range of backgrounds.
• Resourcefulness: Secures and deploys resources effectively and efficiently. For example, identifies and obtains resources needed to accomplish objectives; identifies different ways to accomplish work when resources are limited. Makes progress across multiple priorities or responsibilities.

About Sanoma Learning

How do you prepare students for the world, engage their curiosity and inspire them to grow? That is the main question of teachers all around the world. At Sanoma Learning, it has always been our mission to help to find and develop best‑in‑class answers to this question. If you join us, it means that you embark on an exciting journey to help shape the future of learning for primary, secondary and vocational education. We believe that your journey is our success as a company.

Sanoma Learning is a leading K12 European learning company, operating in 12 countries. Our learning products and services enable and support teachers and schools to develop the talents of every child to reach their potential. By offering printed and digital learning content, as well as digital learning and teaching platforms for primary, secondary and vocational education, we want to grow our positive impact on learning across Europe. With over 3000 employees, we help shape the future of education for 25+ million of students.

So, are you ready to start your journey to help shape the future of learning and help teachers to support all students to reach their potential?

Sanoma Learning is an equal opportunity employer; we are committed to inclusion and diversity, ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other characteristics.