Customer Service Agent Dutch/Flemish
hace 3 semanas
Objetivo general del puesto:
Ofrecer una excelente experiencia al cliente en todo momento, garantizando la resolución del primer contacto y abordando el motivo principal del contacto con el cliente utilizando todas sus habilidades y conocimientos.
Te asegurarás de interactuar con el cliente para llamar su atención sobre otros productos adecuados disponibles que podrían mejorar su experiencia como cliente y crear una oportunidad de venta cuando corresponda.
Te ocuparás de una variedad de diferentes tipos de llamadas de clientes según sea necesario para garantizar que D&G esté representada de acuerdo con nuestros procesos, valores y comportamientos.
Serás responsable de la experiencia del cliente y, según corresponda, proporcionará comentarios para mejorar la experiencia de una manera positiva y ética.
Responsabilidades clave:
- Asumir la responsabilidad de su propio desarrollo personal, impulsando el rendimiento a través de excelentes conocimientos y habilidades.
- Actuar positivamente ante los comentarios y mostrar una actitud positiva.
- Atender las consultas y quejas de los clientes desde el primer momento de la manera más eficiente y útil.
- El mercado de atención es flemish y holandés (Bélgica y Holanda).
- Asegurarse de que su conocimiento de los productos, procesos y sistemas esté actualizado.
- Cumplir con todos los requisitos reglamentarios de manera constante al interactuar con los clientes.
- Comprender las expectativas del puesto y garantizar que los comentarios de la experiencia del cliente se compartan de manera adecuada.
- Mostrar comportamientos ejemplares y vivir nuestros valores fundamentales.
- Identificar y buscar oportunidades de venta que mejoren la experiencia del cliente.
- Capacidad para mantener conversaciones de calidad que generen resultados positivos para el cliente.
- Quiere mejorar activamente el éxito del equipo.
- Apoyar al equipo y a las funciones más amplias para tener éxito compartiendo conocimientos.
- Los niveles esperados de asistencia y puntualidad cumplen con las pautas de la empresa.
Conocimiento de sistemas:
- Conocimientos de Windows, con la capacidad de realizar múltiples tareas y navegar por varios sistemas al mismo tiempo.
- Competente con los equipos de Microsoft y los programas de oficina.
PERFIL DEL CANDIDATO:
Habilidades:Esencial:
- Excelentes habilidades de comunicación.
- Capacidad para realizar múltiples tareas y adaptarse a los cambios.
- Orientación a las soluciones.
- Aceptación y actuación en función de los comentarios.
Deseable:
- Capacidad para impulsar ventas de alta calidad.
- Capacidad para vender de acuerdo con las pautas de verificación.
- Capacidad para trabajar dentro de las pautas regulatorias.
Conocimientos:
Imprescindible:
- Flemish o Dutch nativo.
- Comprensión de los factores de excelente servicio al cliente.
Deseable:
- Comprensión de la resolución de problemas en el primer contacto.
- Comprensión de las ventas adicionales y cruzadas.
- Comprensión del uso de los sistemas informáticos del centro de contacto.
- Familiarización con la telefonía y la terminología del centro de contacto.
Imprescindible:
- Experiencia en atención al cliente.
Deseable:
- Experiencia en atención al cliente en un entorno de centro de llamadas.
- Experiencia en up-selling y cross-selling.
- Experiencia en trabajar con éxito para alcanzar objetivos.
- Manejo de objeciones y quejas.
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