Adviseur Klantenservice MKB supporting Dutch entrepreneurs with their banking needs and business inquiries. Collaborating with a team and working in a hybrid environment to assist clients effectively.
About the role
- Customer Support Tier 2 ensuring seamless service for SATs contract. Collaborating with Tier 1 agents to enhance processes and optimize support strategies.
Responsibilities
- Analyze and implement data to improve satisfaction
- Drive collaboration with teams to deliver process improvements
- Ensure first contact resolution in customer service Performance Indicators and Service Levels
- Ensure timely and effective resolution of escalated customer issues
- Triage more complex issues before escalating to operations, markets, STA teams.
- Conduct quality checks on Tier 1 support agents
- Ensure Tier 1 agents have the necessary training and resources
- Collaborate with internal teams to streamline support processes and enhance efficiency
- Monitor and drive improvements in Customer Satisfaction (CSAT) and Voice of the Customer (VOC) metrics
- Identify trends and recurring customer pain points
- Identify opportunities for process improvements and efficiency gains
- Conduct root cause analyses to resolve underlying issues
- Foster effective collaboration between Tier 2 and Tier 1
- Act as a liaison between customer support, operations, and technology teams
- Support the design and delivery of ongoing customer service training programs.
Requirements
- Strong communication and interpersonal skills.
- Be self-motivated
- Strong problem-solving abilities
- Proficiency in Microsoft Office (Excel, Word, PowerPoint).
- Excellent organizational skills with great attention to detail.
- Adaptable and able to work flexibly in a dynamic environment.
- Ability to work independently and collaboratively in a team setting.
- Proactive in identifying and implementing process or system improvements.
- Prior experience education assessments (e.g., SATs) is advantageous
- Background in customer service or continuous improvement roles.
- Knowledge of customer satisfaction metrics and tools.
Benefits
- Professional development opportunities
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Service Advisor for MKB handling entrepreneurial banking inquiries while collaborating with a team of 25. Engage in hybrid work balancing home and office commitments.
Customer Service Liaison ensuring a positive patient experience for cardiovascular outpatient services at Carle Health. Collaborating with staff and leadership to improve patient experience metrics and address concerns.
Customer Support Coordinator providing Level 2 support for security systems at Interface Systems. Collaborating with field technicians to troubleshoot and resolve complex service incidents and ensure system performance.
Customer Service Representative for National Sales handling customer inquiries and order processing. Provide liaison between customers, sales team, and internal departments in a hybrid role.
User Support Specialist supporting Virginia clients with software applications. Involves troubleshooting, debugging, and collaborating with developers in a team environment.
Manager, Customer Support leading collaborative teams to optimize customer service at Extensiv. Involved in coaching talent and developing scalable support solutions.
Customer Service Representative registering patients in healthcare settings at R1. Answering questions and assisting patients during the registration process with a supportive team.
Customer Service Representative assisting patients during registration at Ascension Sacred Heart. Supporting patients in a fast - paced environment with compassion and clarity.
Customer Service Representative handling inquiries and support for ASC Engineered Solutions via phone, email, and chat. Resolving customer complaints and ensuring satisfaction with a B2B focus.