Job Title: Service Desk Agent
We are seeking an effective communicator, analytical problem solver, and detail-oriented individual to join our team as a Service Desk Agent.
About the Role:
* Manage incoming client contacts and escalations with compassion and proactivity, prioritizing their needs and providing unique solutions to problems.
* Own the Stakeholder Experience by liaising with diverse Helpdesks, product partners, and Quality Engineering teams.
* Coordinate regular calls with clients for refills and upgrades to product accessories.
* Process service request tickets within specified delivery times.
* Provide administrative support to certify client details and update information in our stakeholder's client database.
* Manage supply related requests via phone, portals, email, or chat.
* Validate consumable requests and check their status.
Responsibilities:
1. Incoming Client Contacts: Manage incoming client contacts and escalations with compassion and proactivity, prioritizing their needs and providing unique solutions to problems.
2. Liaison with Teams: Own the Stakeholder Experience by liaising with diverse Helpdesks, product partners, and Quality Engineering teams.
3. Client Calls: Coordinate regular calls with clients for refills and upgrades to product accessories.
4. Ticket Processing: Process service request tickets within specified delivery times.
5. Administrative Support: Provide administrative support to certify client details and update information in our stakeholder's client database.
6. Supply Requests: Manage supply related requests via phone, portals, email, or chat.
7. Consumable Requests: Validate consumable requests and check their status.
Requirements:
* High School Diploma or Secondary School Completion Equivalent.
* Minimum of a year's experience in a Customer Support or client-facing role, preferably in a multi-national environment.
* Closer familiarity with Computers and Digital Network configurations, including advanced level working knowledge of the Microsoft Office Suite.
* Adaptable to working alongside the time zone and calendar of local stakeholders.
* Required Language Thresholds:
o English (B2 - C1: Independent User Level)
o Dutch (C2: Native-Level Fluency)
Benefits:
* Meal Allowance on Card.
* Staff Canteen with varied food options and river-facing balcony seating.
* Well-rounded Health and Life Insurance Packages.
* On-site gym with indoor pool access, fitness classes, and a football pitch.
* Temporary work from home with equipment provided.