Customer Service Agent

Position Customer Service Agent

The company
This is a billion-dollar enterprise with locations on four continents. Their headquarters is in Waltham, Massachusetts with European offices in The Netherlands, Ireland, France, Hungary and the UK.
Clients such as NEC, TomTom, Navteq. Adobe, Handspring, and Sun rely on their global network of facilities to provide product assembly, multi-channel fulfilment services, customer care, and to simplify getting to market on an international scale.

General summary

Our client is seeking motivated candidates, who are able to demonstrate a passion for customer services. Working within a team you will be providing high quality service to achieve maximum customer satisfaction. A customer service background is essential as is the ability to communicate at all levels.


Duties and Responsibilities

Responsible for capturing and handling all incoming and outgoing customer contacts from different media in a correct and customer friendly way, complying with the target figures as agreed with CCC-clients. For each interaction, the Agent is responsible for supplying the customer with correct and complete information (according to the script) and for registering the required information in the appropriate format(s) to make each interaction billable.

. Provide the customers with the correct service by giving product information, taking orders and by finding solutions for problems the customer may have
. Ensure that all scripts are actively used and adhered to. Any script discrepancies are to be reported to the Team leader
. When registering orders, responsible for ensuring that each order is filled in completely and correctly in line with scripts and procedures.
. Register interactions in the complete and correct format(s) in order to make the interactions billable
. Ensure that complaints are handled in a correct way and that the department/person related to the complaint is informed
. Handle credit card authorisations
. Ensure adherence to confidentiality clauses, including but not limited to data- and customer privacy models and laws




Knowledge, Skills and Abilities required
Profile:
. Fluent in English and one other European language
. Service minded
. Stress resistant
. Accurate, punctual
. Convincing
. Flexible
. Friendly and clear telephone voice
. Trustworthy
. Pro-active


Interview Procedure

Procedure candidates Contact Center:

A language test will be done on the languages mentioned in the CV. Any language that is not sufficient for call handling, should be removed from the CV as a preferred language.

The test will be done by CCC staff. The candidate will call from a seat to one of the agents and a short conversation will be held. After that, the candidate will be asked to write down some addresses.

In case the language skill(s) are sufficient, the candidate will take a short written test and a computer test supervised by the CCC Staff in order to have a clear overview from the candidate's computer skills (Outlook,
Excel, Word).

After this, the candidate will have some time to listen to some calls to get a better picture of the job. Then an interview will takes place between the candidate and the CCC Team Leader.