Looking for German and Dutch speaking Callcenter Representatives
-
POSITION CONTENT SUMMARY
Position title: CCRI Germany/Holland
Department: Rep Services
Reports to: Supervisor Rep Services
Location: Amsterdam
POSITION PURPOSE
The CCRI plays a key role in maintaining and improving the customer satisfaction of ACN’s Independent Representatives.
The Call Center Representative (CCRI) is responsible for handling all incoming telephone and e-mail contacts from independent representatives received in the Representative Services Call Centre. There are also structured outbound calling activities to the representatives. All contacts are to be handled within the quantity and quality goals set by the Call Centre management. A focus on quality of service to the Independent Representative is the key philosophy.
Every three (3) months the CCRI will be scored on a subject matter scorecard that determines the specific knowledge at the quantitative and qualitative levels for the CCRI with respect to the compensation plan, qualification rules, rep base dynamics, country specific rules & regulations, specific business and customers issues.
CCRIs will also be trained by participating in work in all other rep services area, when idle time comes in.
This is a challenging and outstanding career opportunity within a major international environment.
PRINCIPLE ACCOUNTABILITIES
The CCRI is responsible for:
• Answer incoming calls dependent upon queue performance
• Explain and/or resolve representative issues at first call as much as possible
• Escalate other issues to the appropriate CCR-C (coach) in the Rep Services department with the set procedure.
• Log all contacts in the computer system (VIP).
• Attend roll out sessions to be informed about new procedures/ products/ compensations.
• Keep up to date on all ongoing business changes & exceptions via ACN’s updates
• Actively use the Intranet as a reference to assist in daily work.
• Provide help and assistance to colleagues as needed.
• Signal exceptions or unusual situations quickly and address to CCR-C (coach) in the Rep Services Dept. for follow-up.
• Recommend improvements to training, processes and tools through CCR-C (coach) in the Rep Services Dept. for follow-up.
• Distribute new and / or updated information.
• Strive to provide a one-stop-shop to all Representatives through the problem lifecycle, including: performing needed analysis, conducting required research, and providing resolution to bring closure to the case
• Follow up on open representative’s issues in order to guarantee prompt resolutions for the reps
• Monitor country specific issues and report on them
• Monitor idle time and report to supervisor to get “projects to fill idle” time out of the central repository monitored by supervisors
• Participate in regular tests to benchmark personal CCRI skills
• Other duties as required by the business
KNOWLEDGE AND SKILL REQUIREMENTS
• is a dedicated, disciplined and motivated member of the Rep services team
• is a strong believer of the ACN business model and has a great ability to transfer his/her enthusiasm
• is a very flexible and versatile team member; can handle a wide range of challenging situations and tasks
• is able to deal with varied personalities internally and externally on a highly professional level
• is fluent in written and spoken English, German and Dutch
• has a good level of computer literacy skills, including MS Office
• has basic math skills
• has in depth knowledge of VIPP and DISE and Intranet, as required for the CCRI , as well , as knowledge of the customer service tasks
• is detail oriented and ability to maintain strong focus on specific job task
• has highly developed analytical and problem solving skills
• has a professional telephone etiquette
• can work autonomously and work well under pressure and deadlines
• works well under pressure or in a fast paced environment
• has strong time management skills
• demonstrates strong decision making skills in order to resolve issues
• has a strong desire to constantly improve personal performance
• sets the example on personal appearance, attendance and demeanor
• is able to identify and communicate structural issues
• passes the regular CCRI subject matter scorecard test as deducted by CC management
SPECIALIZED KNOWLEDGE AND/OR SKILLS
• One year in Customer Services Call Centre
• One year DISE experience or other related customer care system.
• Excellent knowledge of ACN’s Intranet, structure and content
• Exemplary attendance
• Consistent performance above expectations: solid performance track record
• Extensive knowledge of all systems and portals used to service the Independent Representatives; or equivalent work/education experience.
We Offer you:
• 25 leave days per annum
• 8 % holiday allowance
• Bonus scheme with a maximum of 10 % each year
• Pension scheme
• Public Transport Card for whole Holland
• Collective healthcare plan
• Gym plan (David Lloyd)
• Bike plan
• Outlet pass of a very well known jeans brand
• A dynamic and international environment, with many career development opportunities!
Kind Regards,
Douwe van der Leer
Recruiter
ACN Europe BV
Thomas R. Malthusstraat 1-3
NL-1066 JR Amsterdam
Tel: +31 20 3463903 Mobile: +31622413037
Email: [email removed]
Website: http://www.acneuro.com21 Aug 2008, 01:03 Douwe van der Leer