Customer Service Agent | French & Dutch

Haarlem, reference 2025-01807

Job description

Our client is looking for a Customer Service Agent to play a central role in delivering an outstanding customer experience. In this position, they will manage inquiries across multiple channels, including chat, email, and phone, ensuring customers remain the focus of all interactions. This role is key to maintaining strong customer relationships and encouraging repeat business.
The Customer Service Agent will act as the first point of contact for customers, who may have questions ranging from technical issues and back-office processes to finance-related matters. They will need to quickly assess each situation and direct the customer to the appropriate team to provide fast and accurate solutions.
The role involves responsibility for a specific region of customers, fostering long-term relationships and accountability. This ensures customers know exactly who to contact for support, from website issues to delivery questions, contributing to a seamless order-to-cash process.
Key Responsibilities:
Handle customer inquiries through phone, email, and chat.
Resolve customer challenges by providing accurate and timely solutions.
Maintain a professional, friendly, and personal approach to enhance the customer experience.
Listen actively to understand customer needs and aim to exceed expectations.
Support order management, deliveries, technical questions, pricing, stock availability, returns, and complaints.
Escalate complex issues to the relevant internal teams when necessary.
Keep thorough knowledge of company services and processes to answer inquiries effectively.
Ensure accurate processing of customer orders to meet expectations.
Follow up on customer feedback within their assigned region.
Regularly review and update Quality Management System procedures for the front office.

Requirements

The ideal candidate will be passionate about delivering exceptional customer service, with strong organizational and communication skills. They must be capable of managing multiple channels efficiently while maintaining a high standard of professionalism.
Excellent verbal and written communication skills in Dutch, French and English to provide clear guidance to customers.
Knowledge of company services and internal processes to provide accurate information.
Strong listening skills to fully understand customer needs and challenges.
Experience managing high-pressure or complex customer complaints professionally.
Ability to quickly identify root causes and implement effective solutions.
Strong organizational skills to prioritize tasks and respond promptly.
Patience and professionalism in handling challenging customers to turn issues into positive experiences.
Ability to work closely with other teams, such as Sales, Technical Support, and Accounts, to resolve customer issues.
Willingness to share knowledge and support colleagues in raising service standards.
Initiative to drive continuous improvements in customer experience and operational efficiency.
Ability to identify potential sales opportunities during customer interactions.

Working conditions

Our client provides a supportive and dynamic environment where the Customer Service Agent can make a real impact on customer satisfaction and business success.
They offer:
A collaborative and engaging workplace with opportunities for personal and professional development.
Exposure to a wide range of customer inquiries and business processes, creating a varied and interesting role.
Hybrid working model
Competitive salary based on experience and responsibilities.
Benefits and support to help employees grow within the organization.
A chance to build strong relationships with customers and be a key part of their success.

Work location

Haarlem

Company description

Our client is a global distributor of electronic, automation, and industrial components, providing products and solutions that help businesses design, build, and maintain their technology and equipment efficiently.

Good to know

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Recruiter contact

Irina van Halen, Amsterdam
irina.vanhalen@undutchables.nl
+31(0)6-34154086