Customer Care Coordinator - Dutch Market

An exciting opportunity has arisen to join our new Customer Care Case Team!

The Customer Care Case Manager (CM) is responsible for end-to-end management of customer-related issues. In this role, the CM interfaces with external customers, as well as internally, to negotiate and resolve claims in a timely manner to ensure ongoing customer satisfaction. CM needs to demonstrate an understanding of clients’ needs when it comes to cases that were escalated & thus, he/she will need to address these with the utmost urgency and professionalism.

This vital role will involve direct contact with the customer, as well as the cross-functional business partners. Its main objective is customer delight & achievement of targets set within the KPI program.

What are we looking for?

• Excellent communication skills Vital customer-facing skills. Ability to interact with customers both by phone & e-mail. Good team player with an ability to work with teams both regionally, as well as globally to meet customer requirements.
• Ability to handle pressure when it comes to sensitive/escalated cases (social media, - Executive Escalations, Legal cases).
• Able to manage complex situations involving multiple internal, as well as external teams to meet customer expectations.
• Capable to identify process gaps to minimize customer impact & improve internal processes.
• The expectation is on addressing those with respective owners in a constructive manner.

Additional requirements:

• A high level of Dutch and English is a must.
• Exceptional customer experience skills ensuring customer satisfaction.
• Dedicated towards fast & satisfactory resolution which will result in our overall client’s OSAT.
• Focus oriented, team player, enthusiastic.
• Ability to own initiatives to meet set KPIs.

What we offer

• Working Days/Hours: Monday to Friday – 9:00 am – 18:00 pm
• Base salary monthly: €1,700
• 13th salary: €1,700 – this will be tied in with attendance and KPIs, you must be still working with CPM at the 12-month mark to receive it.
• Allowances: €150 per month = Food Vouchers €100 Per Month (€1200 per annum with no employee contribution) +commuting/WFH allowance of €50 Per month (€600 per annum)
• Total package: €23,900
• Working Model: Hybrid – At least one day working from the office
• Full-Training: 2 weeks from our office in Bratislava

CPM International are an award-winning contact centre with a global footprint.

We deliver inspired customer experience solutions to our clients, offering a global network of agency expertise.

We are a diverse, global company that offers our employees superb opportunities to move across the business and around the globe. We have offices across the world including Spain, Ireland, and Malaysia.

CPM International are industry leaders with a proven track record and a wealth of experience.

We collaborate with some of the world's most dynamic brands helping to deliver first-class customer-focused solutions. Our clients include – Dyson, New Balance, Harley Davidson, Lee Wrangler and Colgate. We have 27,500 employees worldwide.

Our mission is to remain at the leading edge of innovation in this ever-changing industry. We’re always ready to diversify into new markets and capitalise on developing technologies.

Contact person: Matthew Shipman
E-mail: send CV