French & Dutch Customer Services
French & Dutch Speaking Customer Services Job Description The purpose of this position is to handle consumer contacts effectively, efficiently and promptly to ensure consumer satisfaction. To respond to consumers in a manner that will enhance the company's image and protect Corporate interests. To document consumer reaction in accordance with departmental procedures. To share consumer insights with relevant personnel in a timely and meaningful manner. Internal customers are the country business operating, quality, research, marketing, sales and product development leaders as well as other staff team members whose work is likely to be impacted by consumer concerns. External customers are the customers of the organisation's businesses and the end consumers of the organisation's products. Duties & Responsibilities · To respond to consumer contacts and determine the nature and type of compensation in accordance with departmental guidelines. · To ensure that all consumer contacts are handled effectively, efficiently and promptly in order to promote consumer satisfaction and to promote Kimberly-Clark products and services where required · To manage and share consumer insights gained with the Consumer Services team leader and other relevant personnel in a timely and meaningful manner. · To immediately escalate serious consumer complaints to the Consumer Services team leader, the European Consumer Services Manager and other members of the Crisis Management Team. The Individual The position holder should be able to demonstrate a broad range of skills including: · Good inter-personal skills with the ability to work with others both internally and externally. · The ability to communicate in a professional and calm manner with a variety of people, including difficult consumers, both verbally and in writing. This includes having the ability to modify standard consumer response letters or to compose individual response letters in English and in a language(s) other than English as required. · Excellent telephone communications skills. · The ability to take decisions to satisfy consumers and to fire fight in order to resolve problems quickly and effectively. · The ability to understand and to review consumer data in order to present important insights effectively. · To demonstrate an interest in company and sector business goals, as well as developing an understanding of how they may impact on the function. · An understanding of consumer trends and the ability to recognise big versus small issues. · Good time management skills with the ability to prioritise workloads. · Attention to detail · Fluent French and Dutch The position holder should be able to demonstrate the following personal attributes: · Strong communication skills with the ability to display empathy, tact and diplomacy. · Excellent written and verbal communication skills with the ability to express views clearly and effectively. · A good listener, able to assess the relative importance of differing viewpoints and to act accordingly. · Self-motivated with the ability to work independently with little supervision. · The ability to work and to stay calm under varying degrees of pressure. · Flexibility and the ability to handle change.
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