JOB TITLE: Customer Interaction Specialist
RESPONSIBLE TO: Customer Interaction Manager
LANGUAGE: Fluent Dutch speaking
WEEKLY HOURS: Full and part-time roles available 16 to 40 hours usually between 8am to 6pm
HOURLY RATE: £11.56 basic + £1.39 holiday pay - £12.95 - (pay review after 12-weeks)
BENEFITS: Concessionary European travel
APPLICANTS:
You must have fluent conversational Dutch language skills
(please do not apply for this role unless you're fluent in Dutch)
MAIN PURPOSE OF JOB
You'll be in contact with lots of different people, so you should be able to quickly build a good rapport and make our guests feel great. As well as being comfortable working in a performance-driven contact centre environment with confidence.
CORE RESPONSIBILITIES
- Providing professional and efficient customer sales and service in all duties
- Making reservations and handling enquiries via: voice, email, chat and other web response solutions, in order to fulfil customer requirements
- First contact resolution of customers and clients queries, requests, orders and complaints
- Proactively contact existing and potential customers with the aim of up-selling products
- Match and sell our products or services to our customers with confidence whenever possible, by cross or up-selling to appropriate products
COMPETENCIES / DESIRED EXPERIENCE
- previous contact centre experience is ideal
- good proficiency and navigation skills around a pc, excellent keyboard skills
- good telephone manner with a clear speaking voice
- good communication skills and the ability to build rapport with the customer
- ability to work well in a team
- flexible to work at all times in the contact centre, including evenings and weekends
MEASUREMENT
- delivery of targeted personal quality and performance scores
- delivery of departmental KPI's and SLA's
- manager observation
- customer feedback (internal/external)
- compliance delivery