Work Flexibility: Hybrid

Position Summary

The Lead ProCare Customer Service Representative is an experienced ProCare Customer Service Representative, well-versed in the day-to-day activities and the procedures around technical customer service including service

contract management. The Lead ProCare Customer Service Representative has a good view of the way the team integrates with other teams in the ecosystem.

Key Activities & Responsibilities

Processing Repair / Work Orders incl. Loaner managementArranging returns and collections and handling proof of delivery and pricing requestsHandling incoming e-mails and callsProactively communicating with internal & external customersInvestigating and resolving invoice disputesLogging and follow up of issue resolution and related communication back to the customerTake responsibility for executing tasks and supporting colleagues across several complex areas / processesand queriesWork with your colleagues to effectively organize and prioritize the tasks within your specific areasWorking collaboratively with other functions and divisions on cross-functional or customer specific topicsAssist in supporting and training more junior colleaguesAct as a mentor for more junior customer service representatives

Education / Qualifications

High School diploma or equivalent

Preferred:

Further education in a relevant discipline

Experience / Skills

Essential:

3 years in technical customer service, order management or contact center rolesHas demonstrated the ability to build strong relationships with customers and colleaguesCan communicate proactively and professionally with Sales team members and CustomersAbility to adapt to different types of people and situations to ensure positive outcomesAdvanced knowledge of MS Excel, MS Outlook, MS Word, InternetERP experienceFluent in English

Desirable:

Solid understanding of Customer Service process flowsSolid understanding of good documentation practices and documentation retentionExperience in service and maintenance, order management or technical customer contact processesWorking level of Dutch and/or French

Travel Percentage: None