Walters People NL - Senior Customer Service Specialist

Sector:	Klantenservice
Niveau:
Plaats:	Rotterdam

Beschrijving

Are you an ambitious and internationally orientated person? Do you have experience working in an international environment within a Senior Customer Service position? Are you fluent in English and Dutch? Read more below!

For an international and growing company we are looking for a Senior Customer Service Specialist. The Senior Customer Service Specialist is responsible for service delivery to our full service and FleetCare customers, with keeping in mind the maintenance budget and rebill management. The Senior Customer Service Specialist works closely with the Customer service manager in achieving the set targets for the department.

Tasks and responsibilities
•Proactively creates opportunities to extend services revenue.
•Develop and maintain Service Delivery Plans including Margin Improvement Plans and Service Improvement Plans for all customers in team portfolio.
•Maintain and store existing and new customer contracts.
•Translate contract agreements into operational excellence.
•Manages customer related calls (inbound & outbound), in order to increase customer’s satisfaction (Net Promoter Score).
•Ensure all customers insurance records are maintained, customer records on the system are fully managed and the customer applications are monitored & kept updated.
•Deputize for Customer Service Manager in his absence.
•Responsible for weekly reporting on department KPI’s (including NPS, MY intelligence accuracy etc.).
•Responsible for regular reporting on relevant data to other departments.
•Develop/Creates service –and margin improvement plans, with input from the Customer Service department.
•Coordinate all reporting & other communication towards the top 20 customers.
•Assist the CSM in maintaining and measuring the SLA’s with applicable customers.
•Compliance: responsible for the correct follow up in a timely manner for all services related data
•Responsible for trailer reservations including making sure trailer is technical compliant and in line with customer expectation.
•Execution of Asset Management related tasks.
•Takes on projects related to improving internal processes and customer service.
•Fast and accurate follow up on all administrative processes related to Work Order Processing
•Lead a team of Customer Service Assistants; be responsible for sick leave conversations, EMS conversations, team meetings etc.

Skills and education
•Bachelor degree level
•Minimum of 5 years of working experience in a international environment within a Customer Service position
•Fluent in English and Dutch, preferably another languages; French or German
•Analytical skills, negotiation skills and accuracy
•Process oriented and experience with SLA’s & KPI’s
•External Focus: focus on customer, by responding to customer needs and deliver on expectations.
•Clear Thinker: able to prioritize the tasks, aware of impact of decision making, communicates appropriate information in a timely manner to the correct receiver.
•Imagination & Courage: Takes initiative to learn and adopt new ways of doing things. Embraces changes.
•Teamplayer, willing to help others and seek collaboration with vendors, customers and colleagues.



Offer client
•Working in an international environment
•Challenging, demanding and management position
•Good secondary benefits
•Possibilities for growth
•40 hours a week


Are you the Senior Customer Service Specialist we are looking for? Apply online or send your CV to [Click Here to Email Your Resum?]