Customer Service Representative
4 weken geleden
Job Purpose & Primary Responsibilities
As a Customer Service Representative - Key Accounts, you will be responsible for providing frontline responses to queries and requests from our Key Account clients. You will take care of a consistently high service level by providing prompt resolutions for service issues that are brought to you through our ONE communication tool ''Service Cloud'' (Salesforce/Case Management) and other channels. In cooperation with our Customer Administration team and supported by ONE's growing range of customer self-service tools on our website, you will contribute to a superior Customer Service experience for our Key Accounts.
Key Responsibilities
- You will provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through the Service Cloud communication system.
- You will be in charge of providing premium care and a consistently high service to ONE's Key Accounts. You will aim at scaling quality service with our growing range of ''tech enablers'' and self-service tools, promoting these to our Key Accounts as suitable.
- You will ensure good collaboration and communication within departments and across. You will work closely with the Customer Administration team as well as our Sales Teams and escalate cases in a timely and professional manner whenever appropriate.
- You will support ONE's digital transformation by utilising and promoting our e-commerce platform and our self-service tools as applicable.
Required Skills and Competencies
- Preferably 1-2 years of work experience within shipping
- Strong communication skills, customer- and service oriented
- Flexibility and creativity in problem solving
- Good knowledge of Excel and preferably Salesforce
- Articulate, clear oral and writing communication skills in English and Dutch
- Enthusiastic team worker
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