Customer Experience Specialist
3 uur geleden
As a Customer Experience Specialist, you will be part of the international service center of Telio Group, based in Amsterdam. Your mission is to deliver exceptional customer experiences through effective issue resolution, proactive communication, and continuous process improvement.
- Key Responsibilities:
- Act as the primary point of contact for customers, responding to inquiries via email, phone, and our Service portal
- Solve minor technical issues or escalate them to our second-level Technical Services and IT team
- Validate, classify, and prioritize incidents, ensuring seamless communication with customers until resolution
- Maintain high first-contact resolution rates (FCR) and adhere to service level agreements (SLA)
- Develop and maintain comprehensive knowledge of our products and services
- Analyze operational and service improvements to enhance the overall customer experience
- Perform shift work during weekdays, on-call duties for off-hours and weekends, and occasional client site visits
- We seek a professional with extensive service center experience, preferably in telecommunication and/or IT fields
- You possess excellent communication skills (spoken and written), fluency in Dutch and English (upper intermediate B2 level)
- Strong task management and work organization abilities, with confidence in Microsoft Office products and JIRA
- Ability to work independently and as part of a dynamic team
We provide a stable yet diverse working environment with outstanding team spirit and atmosphere. Our attractive salary package includes 26+ vacation days, high autonomy, and opportunities for growth and professional development.
- A competitive annual salary: €45,000 - €60,000
- Opportunities for career advancement within Telio Management GmbH
- Diverse tasks and projects to challenge your skills
- Relaxed office environment in Amsterdam
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