Customer Care Specialist with Dutch
Madrid, Madrid, ES
hace 2 días

Position Description

Customer Care specialist is the main contact for day to day queries and complaints of customers, with the responsibility of delivering excellent customer service in a timely manner.

Key Accountabilities :

  • Professional & courteous response to all incoming calls / queries / complaints from customers in a timely manner and with high quality standard
  • Prompt and efficient follow-up of customer queries & service requests
  • Record customer queries / complaints in Siebel
  • Ensure the investigation and resolution of customer enqueries and complex issues with minimal delay, in a competent and professional manner.
  • When there is a delay of more than 48 hours, the customer is to be communicated at all times

  • Onboard new customers including MyCHEP training and provide hypercare until the first invoice is issued
  • Process customer orders and declarations accurately when logged in manually
  • Resolve credit, invoicing and pricing queries. Raise credit notes, manual invoices if needed
  • Actively work to understand CHEP’s business functions, systems and products to be able to provide first time query resolution and excellent service to customers
  • Provide analytical data and support on specific account queries and query findings
  • Identify areas of potential revenue growth / cost reduction to continually improve business metrics and customer experience
  • Plan and implement service improvement actions by contacting and working with customers proactively
  • React positively to problems / issues and take preventive actions with a root-cause analysis.
  • Ensure best in class service is given to customers to improve NPS scores
  • Demonstrate an indepth understanding of customers’ operations, supply chain flows & needs
  • Ensure no overdue debt from customers and provide support for bad debt resolution
  • Manage and maintain customer database and account balances accurately in the systems
  • Ask for self counts, negotiate audit results with customers and raise LEC invoices if required
  • Qualifications & Experience :

  • Desirable : University Degree in Business Administration or business related studies
  • 2-3 years of business experience
  • Minimum 2 years of customer service or support experience
  • Skills & Knowledge :

  • Strong organisation and prioritization skills
  • Excellent customer service and relationship building skills
  • Excellent written and verbal communication skills
  • Good knowledge of MS Office (Excel, Word, Powerpoint) skills
  • Commitment to customer focus with strong listening and account management skills
  • Strong analytical and problem solving skills
  • Self-initiator and results driven
  • Detail oriented and a team player
  • Languages :

  • English & Dutch at a proficient level are a must
  • French, Italian, Spanish and German are desirable
  • We're excited you're here to learn how we'll leverage our family of growth companies to accelerate your career. Brambles companies employ more than 14,500 people in over 60 countries, committed to connecting people to life's essentials, every day.

    Our people are shaping a smarter, more sustainable future by changing the way business makes, moves and sells goods in every corner of the world.

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