Dutch Consumer / Customer Service Advisor - Chiswick, London

Dutch Consumer / Customer Service Advisor - Chiswick, London

Location: Chiswick, West London (W4) , W4 Salary: 9 per hour during probation, 12 after Date posted: 04/04/2012 15:07 Job type:Permanent Company: Tribepost Ltd Contact: Tribepost Applications Ref: Totaljobs/CSDCSA Job ID: 53287245

Available vacancy: Dutch Consumer / Customer Service Advisor
TribePost Ltd are working on behalf of Careline Services Ltd to fill this vacancy.
This position is based in: Chiswick, London.

Synopsis of Role:
Birds Eye Consumer Call Centre aims to deliver market leading consumer service. You will have a passion for representing the Birds Eye business and its associated Brands. The role requires handling multi-channel inbound & o utbound contacts whilst delivering exceptional service that will consistently delight consumers resulting in increased consumer loyalty. A critical element to the role is providing feedback to Birds Eye on consumer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to consumer care with a desire to continuously improve the way in which Birds Eye manages contact with their consumers.

Responsibilities:

Responding to Consumers - including communication on all levels of consumers (via telephone, email, white mail, text and fax)
Responsible for representation of Brand diversity
Ensuring increase of Consumer loyalty
Escalation of risks to minimise impact to Birds Eye Consumers
Building rapport with Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints.
Meeting challenging targets for Quality (including brand diversity rep resentation) of interaction and process follow through,
Liasing and providing feedback within the team - to help meet Consumer satisfaction targets/objectives and customer service excellence
From time to time doing outbound projects, undertake ad-hoc projects involving outbound calling existing customers. Also be able to deal with admin tasks from time to time.
Ensuring that all consumer contact is handled in a professional manner in line with the Birds Eye methodologies, values and principles - maximise all interactions to promote Brands and aid in increasing Consumer base.
Working effectively as part of the Consumer Call Centre.
To use the in house system efficiently - update and maintain.
To consistently meet all individual and team targets
To have a good understanding of Birds Eyes market place and industry and its competitors
Work closely with the Team Manager to ensure a consistent approach to quality and brand diversity , striving to constantly enhance the consumer experience.
Demonstrate innovation and passion towards consumer delight.
Work closely with the Team Manager to highlight operational risks, and areas for improvement within the service team.
Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the Consumer Call Centre.
Maintain knowledge of Careline Services and Birds Eye industry taking account of working practices and cultural drivers.

Experience:
Fluent in written and spoken Dutch and English
Experience of using written and spoken Dutch and English in a work environment
An understanding of the Consumer market in relation to Birds Eyes products
Demonstrable experience in the use of consumer household products (ideal)
In retail, FMCG or previous customer service role.
In a customer service role, having dealt with emotive situations (perhaps where an end-to-end solution could not be achieved without hand-off).

If you feel you are suitable for the position please send your CV

Operational Hours:
Monday - Friday 8am - 5pm or 9am - 6pm

Salary:
9 per hour during probation, 12 after

Additional Info:
The successful candidates will need to be bilingual as they will be required to take English calls

This vacancy is being advertised by TribePost Ltd. The services advertised by TribePost Ltd are those of an Employment Agency.

This vacancy would be of interest to job seekers searching for the following vacancies: Dutch Consumer, Dutch Consumer Advisor, Dutch Customer Service, Dutch Customer Service Advisor, Dutch Service Adviser.