Customer service desk Agent with German (parttime opportunity for students)

• To provide first line support for all users regarding sourcing enquiries within the applied application to achieve SLA targets and maintain the appropriate control environment
• To provide a second line support for the processing team based on Customer Service Lead instruction
• To provide guidance and support to users on correct invoicing


Main Accountabilities

Operational Responsibilities
Handle all incoming helpdesk calls from the Client business and suppliers of a procurement system nature, being the prime contact for customer enquiries. Use Support Works for call managment providing users with estimated resolution timescales and escalate issues that cannot be reolved in line with defined procedures.
Ensuring telephone accessiblitiy for the customers
• To pick up the telephone promtly as a priority over all other activities
• To answer incoming calls in the required time
• To use standard greetings and to be maximum polite
• To immediately inform the supervisor about the non functionality of the telephony system

Managing proactivity and professional relationship
• To create and maintain partnerships between customer service and external as well as internal customers in order to keep stable customer base
• To demonstrate and use professional knowledge of the customer base and processing in a manner which is clearly understood
• To maintain and improve customer retention levels by developing professional relationship with customers
• Proctively initiate follow-up calls
• To fulfil secretarial duty as/when required by the direct manager

Informing external customer
• To provide timely, accurate and relevant service related information in order for them to be delighted
• Solves problems largely by precedent with referral to detailed instructions/procedures
• To ensure the continuous improvement of response time to complaints and queries
• To have full scale knowledge and to be able recommend the most appropriate solution for the customer and answer customer questions regarding our services

Other
• Recommend updates to procedures and user guide to team lead
• Escalate issues and seeks advise when faced with non-standard issues
• Able to recognize and act on non-standard situations and adapt work to business goals
• Required to share knowledge abd experience with others and with newcomers as well
• Audit support: Support vendor balance/audit certifications

Deliver quality service to client
• Improving customer satisfaction measured by the Customer Sattisfaction Survey
• To continuously increase customer satisfaction by improvement of complaint handling performance in order to minimise customer loss
• To identify the best service solutions in order to increase the sattisfaction

Contribute to the success of team

Other duties as directed by supervisor

Procurement transaction support will include user support and basic trainings relating to invoices, amendments e.g vendor informantion and posting of invoices, cancellations and approvals, direction to users on use policies and procedures and related explanation

• Manage posting process, guiding non-compliant users and suppliers in the correct process and taking action to resolve open issues, with escalation to responsible employees as appropriate

Dimension
• Working in small team
• Flexible working hours
• Role will not involve travel
• Supports Client organisation, both on-shore and off-shore on AP issues and works witth Customer Relationship team

• Very good PC skills
• Posting ystems and processes, eInvoicing

Other Expectations
• Fluent Dutch - written and spoken
• Good interpersonal skills – professional and courteous
• Ability to work under pressure, and deal with difficult vendors
• Very good communication skills, both verbal and written
• Very good problem solving skills
• Ability to work effectively in a team environment