Fluent English & Dutch Customer Service Agent

First Source Solutions
Cardiff (Caerdydd)
£21k per year
10 Aug 2017
17 Aug 2017
This is an exciting opportunity for a vibrant and passionate Customer Service Agent (CSA) to join Firstsource Solutions, a growing and high performance business. Our CSA`s are highly motivated to deliver outstanding customer experience with effective problem solving through the mediums of voice, live chat and email channels generated by inbound queries from our customers. Not only will the successful candidate be part of a fun and progressive team but they will get an opportunity to work with an exciting, unforgettable and high profile client. Our successful candidates will join our team of superstars on an exciting journey to customer excellence. The CSA provides a world class service to customers. In support of the department`s mission and vision, our CSAs excel in performance related tasks, tech resolutions, rapport and engagement and duties both independently and as a part of the customer experience team. At Firstsource Solutions, we recognise the value our client places on exceptional customer service and together we are recruiting CSA`s to deliver a high quality service to support the client`s brand and reflect the values of both our organisations. Location: The successful candidate will be based at our delivery centre in Cardiff Reporting relationships: The jobholder will report to the Team Leader Roles and Responsibilities: Ensure an exceptional customer experience by responding to queries raised during the initial conversation and delivering first class levels of resolution to enhance the experience to all our customers. Agents to support customers in both Dutch and English languages across all voice and non voice platforms. Understand the technical aspects of the product and be able to get to the root cause of a customer`s query through effective questioning and troubleshooting where necessary. Understand the relationship of a particular type of query to the wider business and what channels need to be pursued to deliver the right resolution for the customer. Deliver an outstanding level of customer service to all contacts by keeping up to date on all aspects of the client`s products and services and educating customers on the latest offerings. Research and respond to customer concerns and ensure customer correspondence is maintained through various written mediums in the agreed timeframes and to Firstsource and our client`s expectations. Work to meet and exceed key targets whilst maintaining a professional standard of customer service through effective timekeeping and task prioritisation. Working as part of a team by assisting in continuous improvement and assisting other CSAs to reduce customer effort, drive high levels of customer satisfaction. Lead by example, be approachable and demonstrate a "can do" attitude to develop a high performing team culture. Experience/Skills and Personal Qualities: Minimum 6 months` customer service experience - wide diversity of experience applicable ranging from retail, leisure, childcare, hospitality and contact centre experience. Must have excellent oral and written skills in both the English and Dutch language. Must be proficient in composing emails and live chat responses with a high standard of spelling, punctuation and grammar skills. Computer literate, good typing/keyboard skills and competent in navigating across different IT systems. Display a real eye for detail, eagerness to get to the bottom of and resolve a customer`s query and a thoroughness in relation to all aspects of the work. An innovative individual who has a strong desire for exceptional customer service, someone who will endeavour to be advocators for Firstsource values; innovation, integrity, people centricity, agility, collaboration and excellence. Dedicated to improving customer satisfaction and retaining the client`s customers by adopting a friendly, fun and positive attitude. Creative problem solving skills - the drive and motivation to take ownership of a problem and troubleshoot until a resolution is achieved. Fun, engaging and not afraid to think outside the box. A good listener who understands and identifies our customers needs whilst delivering exceptional service. Conscientious and reliable individual who is self-motivated, pro-active and enthusiastic with a positive attitude to work. Open, trustworthy and strong work ethic. Target orientated - can deliver results on time whilst always endeavouring to maintain 100% quality. Flexibility - willing to take on additional tasks and assist in the execution of new projects. Demonstrates adaptability, accountability, initiative, leadership and individual task and time management. Whilst this job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add or remove duties from particular jobs and to assign other duties as necessary. This job was originally posted as www.totaljobs.com/job/75480013