Detailed Job Description
Job title: Europe Customer Success Agent
Reporting to: Noam Pik (Orivet CEO) and Lisa Guccione (Managing Director – North
America)
Salary: $10 to $15 euros per hour
Hours: 30-40 hours per week (permanent Full-Time role)
Location: Kingsfordweg 151, Amsterdam, 1043 GR, Netherlands
Purpose of the position
As a valued member of the team, you will play a key role in providing excellent customer service to assist in building and maintaining relationships with customers.
This is a diverse role that will provide you with the opportunity to communicate with the public on behalf of the company. The main task will be handling incoming calls, retrieving voicemails and emails from customers as well as making outbound calls to customers.
Responsibilities and duties
Responsibility 1 – Using your phone and communication skills to interact with customers and the ability to adapt/respond to different types of characters.
Work standard: effective communication skills with a high focus on ensuring high levels of customer satisfaction.
Responsibility 2 –resolving complaints, managing their enquiries and if required escalating them to relevant personnel within the company.
Work standard – able to work with database and navigate a computer effectively.
Responsibility 3 – Develop an extensive knowledge of the company as well as internal resources e.g., Live Chat Team to be able to effectively provide customers with the relevant information they need.
Work Standard: Keep, maintain, and use internal systems to record customer interactions, process customer accounts and take payments.
Work experience and skills
- Minimum High School education
- Experience in basic phone skills/active listening – retrieving voicemail.
- Has previous customer service and sales experience.
- Excellent command of the German language
- Ability to occasionally travel in Europe to shows, meet customers and potential partners
Qualifications and Skills
- Effective communication skills – able to manage clients effectively and in a timely manner.
- Ability to multitask, prioritize and manage time effectively.
- Strong interpersonal skills and an ability to maintain relationships with customers.
- Good computer literacy and data entry skills
- Thorough knowledge of the company and its offerings
Personal qualities and behavioural traits
- Proficient in all Microsoft Office applications
- Has worked answering phone or messaging services.
- Has some experience in sales
- The role requires a range of skills including presentation, communication skills, organizational skills and being able to customer requirements.
- An ability to be mindful of the ethical implications associated with personal genetic data to ensure all activities remain compliant.
Relationships
- To be trained in an understanding of basic companion animal genetics enquiries by the Customer Success Manager
- To work closely with Operation Manager, Live Chat team and Accessioning team to allow for the ability to handle key enquiries quickly and efficiently.
Manager’s signature:
Performance review period: Every three months
Soort dienstverband: Fulltime, Vaste baan
Salaris: Vanaf €11,00 per uur
Secundaire arbeidsvoorwaarden:
- Dienstreizen vergoeding
- Reiskostenvergoeding
Soorten aanvullende vergoedingen:
- Bonusregeling
Ervaring:
- Klantenservice: 1 jaar (Gewenst)
Taal:
- Nederlands (Vereist)
- Duits (Vereist)
Werklocatie: Hybrid remote in 1043 GR Amsterdam
