SELLBYTEL is one of the leading European service providers for Customer Management Solutions with more than 5.500 employees at 38 locations in Germany, France, Spain, Scotland, Poland, Czech Republic, Russia and Tunisia. Our clients belong to the top 500 business companies in the sectors IT and hi-tech, telecommunications, automotive, financial services, health care and commerce.
We are looking for a Fashion Customer Service Advisor for one of our projects, a leading Fashion Brand
Main tasks
-Take incoming customer calls (via telephone, email, voicemail, pager, or other automated alerts) and solve users' demands.
-Log call details onto call management systems and provide response and resolution within SLA.
-Maintain service and product knowledge and expertise associated with applications specific to individual customers.
-Escalate potential service issues initially with Mentor.
-To follow all the processes and procedures of the project.
-Ensure contractual SLA is maintained.
-Provide cover for other Agents in their absence, either within the same team or across teams.
-Liaise with Supervisors/ Mentors on specific projects where requested.
-To understand and comply with administrative duties including holiday, sickness and overtime forms in a timely and accurate manner.
-To attend regular Team Meetings.
-To work on additional tasks required by Supervisor or Mentor connected to keeping up the service performance, quality and customer satisfaction.
We offer
-Part-time and long-term contract
-Working hours: Monday to Friday from 15.00 to 21.00 and some Saturdays from 11.00 to 17.00
-Salary: 12259€ gross/year+ up to 110€ gross/year in bonus
-Free Spanish/Catalan certified lessons
-Internal Development Program
-Relocation Package
Requirements
-High/native level of Dutch plus high level of English and any other European Language (German desirable)
-Working knowledge of IT Platform, equipment, and applications: Windows/MS Office/ internet configuration
-Good disposition to work in a customer service environment
-Customer care skills - ability to listen to and understand the customers' needs
-Ability to take ownership of, and progress calls to resolution or to escalate call to resolution
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