ACN PL - Contact Center Representative Dutch

Sector:	Overig
Niveau:
Plaats:	Rotterdam

Beschrijving

Summary of Role
The CCR-I plays a key role in maintaining and improving the customer satisfaction of ACN’s Independent Representatives.

The Contact Center Representative (CCR-I) is responsible for handling all incoming telephone, e-mail and paper contacts from independent representatives received in Field Support Services. There are also structured outbound calling activities to the representatives. All contacts are to be handled within the quantity and quality goals set by the Field Support Services management. A focus on quality of service to the Independent Representative is the key philosophy.

Every month the CCR-I will be scored on a Performance management objective (PMO) scorecard that determines the specific knowledge at the quantitative and qualitative levels for the CCR-I with respect to the compensation plan, qualification rules, rep base dynamics, country specific rules & regulations, specific business and customers issues.

CCR-Is will also be trained by participating in work in all other Field Support Services area, when idle time occurs.

This is a challenging and outstanding career opportunity within a major international environment.

Major Tasks
The CCRI is responsible for:
•Answer incoming calls
•Answer incoming emails and paper contacts as assigned via Supervisor/Aspect
•Explain and/or resolve representative issues at first contact as much as possible
•Escalate other issues to the appropriate department according to procedure.
•tLog all contacts in the computer system (VIP).
•Attend roll out sessions to be informed about new procedures/ products/ compensations.
•Keep up to date on all ongoing business changes & exceptions via ACN’s daily and other updates and ACN in Action newsletters
•Actively use MYCCR as a reference to assist in daily work.
•Provide help and assistance to colleagues as needed.
•Signal exceptions or unusual situations quickly and address to CCR-C (coach) or Supervisor for follow-up.
•Always distribute new and/or updated information.
•Strive to provide a one-stop-shop to all Representatives through the problem lifecycle including: performing needed analysis, conducting required research, and providing resolution to bring closure to the case
•Monitor and follow up on open representative’s issues in order to guarantee prompt resolutions for the reps
•Inform the rep with case resolutions by phone or e-mail
•Monitor idle time and report to supervisor to get “projects to fill idle” time out of the central repository monitored by supervisors
•Participate in regular tests to benchmark personal CCRI skills
•Other duties as required by the business

Required Skills &Experience
•is fluent both in written and spoken Dutch and has good knowledge of English
•has a good level of computer literacy skills, including MS Office
•has basic math skills
•has a professional telephone etiquette
•has a professional attitude to call center environment (punctuality)

Competencies
•Working with people
•Interacting and Presenting
•Analyzing and Interpreting
•Delivering results and meeting customer expectations
•Following instructions and procedures

What we offer:
•International environment
•Office located in Amsterdam
•Quarterly bonus based on performances
•Travel allowance or public transportation card to travel within the Netherlands 24/7 for free
•8% Holiday allowance paid in May
•25 holiday days per year + 0.5 extra compensation day for each quarter of a year if you don’t call in sick
•Collective Health insurance plan
•Collective pension plan with Switzerleven
•And many more benefits such as Fitness Plan, Bike Plan, Outlet stores, etc …