Dutch Language: Customer Care Representative

SUMMARY:
International Travel Contact Center is looking to employ 10 Dutch Speaking Customer Care Agents on a remote working basis in south Africa.

POSITION INFO:
PLEASE NOTE: Only available to applicants that are fluent in the reading, writing and understanding of the Dutch language.

Overview:

The Dutch CCR delivers a customer care service via Telephony/Voice according to Customer standards. The goal is to meet the Service Level Agreement as agreed with the client and maintaining high level of quality. Answer emails messaging and manage outgoing voice phone calls from/to world leading airlines customers, providing customer service support for queries related to flight changes or cancellations, lost baggage, claims.

Duties and Responsibilities:

• Understand the system and execute operations as per the Standard Operating Procedures and as directed by the client.
• Manage  day-to-day activities on Telephony/Voice in a 24/7 environment.
• Being able to use different tools to deliver a complete service to our customers.
• Effective Communication: Should be able to effectively resolve all customer queries.
• Honoring feedback from the management / supervisors on a constant basis.
• Receiving weekly updates to maintain an high level of knowledge and being updated on the latest news.
• To provide timely daily reports to the respective supervisors: By constantly monitoring, anything out of the ordinary needs to be escalated to the supervisor for an effective and immediate action.
• Willingness to search for the required information for customers with a strong focus on solving client’s requests.

• Graduate in any discipline with good academic profile
• High level of and proven experience in both Written & Spoken Dutch Language - Mandatory
• Travel Industry knowledge/background – Desirable
• C1-C2 level language proficiency
• Opera
• Excellent Dutch language command – fluency in speaking and writing correctly and at ease (plus good level English knowledge)

• 1-2 years’ experience in customer service
• Excellent Writing skills
• High level in Dutch communication – both written & spoken.
• Good understanding of Customer Service Standards
• Good technical understanding and can pick up new tools quickly
• Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationship

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