Dutch Speaking Customer / Dealer Services

Ref: TH054

Location: Durham

Our client, a large multilingual company is seeking to recruit a Dutch Speaking Customer / Dealer Services for their offices based in Durham

Job Role

The Dutch Speaking Customer / Dealer Services role is responsible for answering dealer enquiries relating to our clients goods and services.

The role is intended to ensure the accurate and timely handling of such contacts and orders from dealers and thereby increasing customer satisfaction, both with the dealerships and their customers.

Responsibilities include:

·Handles dealer contacts, including incoming telephone calls, emails and faxes relating, but not limited to, processing dealer contacts for back-order, warranty administration in accordance with KPI requirements.

·Delivers service excellence by efficiently problem-solving and reacting to dealer situations in a professional, polite and clear manner.

·Accurately logs all dealer contacts and tracks contacts using all relevant databases and systems.

·Evaluates need for contact escalation and forwards problem contacts according to defined processes.

·Interacting on a daily basis with European staff to facilitate case resolution.

·Interface with field staff and head office personnel on warranty and policy issues.

·Liaison with European parts warehouse, cataloguing and materials management staff to expedite urgently required goods

·Provide continuous feedback to the central and European management organisations.

·Scrutiny and approval/ rejection of all policy replacement requests from in-country dealerships.

·Management of local warranty file enquiries and claims corrections

·Understands and applies policies and empowerment to resolve requests.

·Reads and researches relevant materials and resources to stay current with all relevant procedures.

·Attends meetings for review of issues, assignments, regular discussion.

·Performs other related duties, as assigned.

The Candidate

• Educational standard should be A-Level/NVQ/B-tech level or local equivalent (MBO or higher).
• Fluent in English and Dutch, preferably French also (both verbal and writing skills).

• Ability to operate a Desktop Computer System and possess a familiarity of Operating Systems (Windows 98/2000/NT/XP)
• Knowledge of Microsoft Word, Excel, PowerPoint and Access applications
• Familiarity with navigating internet/intranet using Internet Explorer
• Ability to learn and manage proprietary and bespoke applications in support of enquiry handling
• Full driving licence required for potential product familiarisation and site visit purposes

• Customer Service Excellence – Enjoys direct contact with dealers by telephone and understanding their needs, displays diplomacy, is polite, remains calm, listens and apologises where necessary, always portrays a professional and positive image to the dealers.
• Communications Spoken / Written – Able to clearly present information through the spoken and written word. Ability to teach/influence others through oral and written presentations. Ability to listen well.
• Results Driven – Ability to work under pressure, learns quickly in a changing environment. Sets priorities and effectively manages workload. Takes initiative, makes decisions and displays a sense of urgency and commitment. Achieves goals regardless of barriers or obstacles. Flexible and persistent.
• Team Player – Helping the team to achieve objectives, friendly and approachable even when busy, but firm where necessary, works to team and individual standards.
• Motivation – Demonstrates a positive attitude, professionalism, initiative, enthusiasm and flexibility in performing daily job functions as well as with regard to work schedules and shift patterns.

• Ability to at least meet and strive to exceed all performance metrics

Salary: £17 - 18k

To apply for this role, please email your CV to careers@merrow.co.ukor call: 0845 226 4748 for more information.

-------------------------------------------------------------------------------------------------------

Merrow Language Recruitment is a specialist Language Recruitment Consultancy with over 40 years of experience in the field of multilingual recruitment.To view all our current vacancies please register on our website www.merrow.co.uk