Customer Support Representative

Customer Support Representative

As Customer Support Representative, you are responsible for the follow up on clients queries via phone, mail and ticketing system, you report on ticket KPIs and you strive to improve customer loyalty.

Your basic tasks include:

  • Handling incoming tickets and questions from customers:
    • You analyse and classify incoming tickets.
    • You log tickets for customers who report an incident by telephone.
    • You try to handle the ticket yourself if possible and if not, transfer the ticket to a service that will handle the ticket further.

 

  • Handling internal tickets and signaling problems to Engineering team:
    • Internal alarms are not sent directly to the customer, but are handled, classified and resolved by you where possible.
    • Structural problems are passed on to the engineering team to further investigate the underlying problem.

 

  • Manage and report SLAs and KPIs on customer service performance:
    • When a SLA is about to expire, you encourage the ticket owners to address their ticket in time.
    • You monitor the KPIs and targets around resolution times for tickets.

 

  • Planning of maintenance tasks for technicians:
    • You work together with the planning department to schedule the maintenance tasks.
    • You are trained to be able to take over the planning activities in the event of a temporary, short-term absence from the planning department.

 

  • Optimize customer service operation to improve customer loyalty:
    • You’ll familiarize yourself with the ticketing system used at nanoGrid (Freshdesk) and provide usability improvements, automations, and ease of use.

Your key skills:

  • You can deal with changing environment and fluctuating periods of high demand and you can set the right priorities when it’s getting busy (priorities in tickets, internal alarms, planning).
  • Experience in a Customer Support role/ department is a bonus.
  • You have a ‘can do’ mentality to tackle things, ask the questions in search of the solution to issues that may arise. You are willing to take our customer service to the next level.
  • You can work independently within a given framework and take the initiative to propose, discuss and implement improvements.
  • You communicate openly, friendly and clearly with colleagues and customers.
  • Ability to work with different computer programs, especially the Office Package;
  • Ability to work independent and take ownership but also enjoys work in team;
  • Good analytical skills with attention to detail;
  • Good knowledge of Dutch and French in a level that allows you to communicate fluently via e-mail and phone.
  • Working in a structured, cost-conscious way and being able to distinguish priorities;
  • Willingness to learn, ability to share knowledge and information with others and always ready to help-attitude.

We offer:

  • A full-time fixed contract, being part of growing company within a dynamic, young team with a great deal of innovative spirit.
  • Competitive salary package in line with your experience, including wide range of extra-legal benefits.
  • Strong team-oriented culture.

If you believe that you have the required qualifications and this opening sounds appealing to you, please apply via petya.nikolova@nanogrid.com