Position: Dutch Speaking Customer Service Tech Support
Location: Barcelona - Selva de Mar (Onsite)
Languages Required: Dutch (Native) and English (B2)
Relocation Support: Up to 500€ for flight costs and help with finding accommodation
Schedule: Monday - Friday, 08:00-20:00 / Weekends, 09:00-18:00 (Rotational Shifts)
Job Summary: We are looking for a motivated and technically skilled Customer Service Tech Support representative to join our Barcelona-based team, specifically focusing on the Dutch market. The ideal candidate will have native-level Dutch proficiency and strong English skills. In this role, you will be the primary point of contact for customers needing technical support, particularly regarding car electrical chargers.
Your main responsibilities will include:
1. Customer Engagement: Respond to customer requests via phone and email, documenting all interactions in the case management system. Provide swift and accurate resolutions to customer issues.
2. Technical Support: Address and resolve technical inquiries, particularly those related to car electrical chargers, requiring specialized knowledge. You'll guide customers through troubleshooting steps and ensure their issues are resolved.
3. Case Resolution: Manage and close service requests, ensuring customer satisfaction. You will track the progress of open cases, keep customers informed, and finalize cases once resolved.
4. Proactive Communication: Maintain regular communication with customers, providing updates on their requests and ensuring they are informed throughout the process.
5. Queue Management: Oversee the progress of open cases, prioritizing as necessary, and escalating issues when required to ensure SLAs are met.
6. Service Quality: Adhere to SLAs and ensure all interactions meet our high standards of customer service. You'll need a strong understanding of our products and services to provide accurate support.
7. Additional Responsibilities: Complete any other tasks assigned by your manager, which may include administrative duties or participating in team projects aimed at enhancing service quality.
8. Business Development Responsibilities: Alongside your primary tech support duties, you will also engage in business development activities, such as cold calling B2C customers to schedule meetings, introducing them to our products and services.
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