Job Title

Dutch speaking Customer Service Advisor

Full/part time

Full time

Salary

£17000 p/a

Company Introduction/ Background

Company Introduction/ Background

BCSG (Business Centric Services Group Ltd) is a dynamic small business (70 FTE, profitable since 2007) operating in SME software and services. BCSG has quickly established itself as one of the UK’s leading business service organisations, in many cases working directly with major financial institutions to provide services to over 120,000 small business clients.

Following recent expansion we now wish to appoint an experienced Dutch and English speaking contact centre/customer services advisor to become a key member of our fast-developing customer service team based at Old Street, London.

Please visit our website www.bcsg.com

Job Purpose

The Customer Service Advisor will be the customer’s first point of contact for questions relating to our products, services and those which we support for our clients.

·          To provide first-line telephone and email support in Dutch and English to small business customers within a busy contact-centre environment on a number of web-based services.

·          To provide telephone booking service for those wishing to book places on software training courses and SME workshops across the UK.

·          To enter details of all calls on our CRM applications, including notes detailed enough for subsequent users to track all communication.

·          To refer / escalate enquiries to the relevant departments.

Technical Skills  / Competencies / Experience

·          Minimum one year experience in a telephone based customer service environment.

·          Excellent communication skills, both written and verbal, with a polite telephone manner.

·          Team player who can also work on own initiative to meet and exceed daily, weekly and monthly targets.

·          Ability to take ownership of problems and resolve through to satisfactory conclusion.

·          Ability to interpret client requirements and absorb and retain information quickly.

·          A technical background is preferable as we are hoping that this person in time will also fulfil a technical support role in addition to supporting other members of the team. Experience in using MI reporting systems and CRM tools (e.g.Sugar/SalesForce) preferred.

·         Flexible, adaptable and comfortable in a dynamic and rapidly changing environment

Qualifications and other requirements specific to the role

Essential

PC Literate to an Intermediate level or higher, poses good verbal and written communication skills.  Experience working in a service role is essential.

Must be fluent in written and spoken Dutch and English.

Preferred

Ideally, the jobholder will have experience in the following areas, possibly through working on a 1st or 2nd line technical support team:

Advanced MS Excel / Access / Word

LogMeIn – online remote support tool

Microsoft & other PC related 3rd party installers / programs

NET, MDAC, JET, Viruses, Firewalls & Spy ware issues

In house account administration

A technical qualification such as Microsoft MCP’s (Microsoft Certified Professional) would be beneficial.