Job Specification

 The Company

MTrec Commercial are proudly representing our industry leading customer service client, in their search for a Dutch speaking Customer Service Specialist. Ideally located in the heart of the city centre, their state-of-the-art offices are easily accessible via public transport. You will also have hybrid working opportunities.

You will receive world class training and outstanding employee benefits. You will receive continuous training and development and have the chance to become a part of their close-knit team of customer service professionals. They are a great company, with great management, a very friendly team-based culture, great incentives, and an opportunity to work from undoubtably one of the best companies in the world. You must live in commutable distance to Newcastle City Centre.

The Benefits

• An unbelievable career opportunity to work for a brand-new employer to the Newcastle area.
• Hybrid working opportunities!
• You will be joining a truly international technology-based company, with an incredible product for the market.
• Their new offices are based in the heart of Newcastle City Centre, which are brand new, state of the art, and will be an absolute pleasure to work in.
• You will receive continuous training and development.
• Vouchers to the company online shop for new and amazing merchandise.
• The company provides and promotes an amazing team-based company culture. They will be an employer of choice within the customer service sector.
• There will be future opportunities for career progression.
• If successful, you will be offered a permanent contract to start ASAP

The Role

• Answer phone calls/emails/Chats in a polite and prompt manner to provide a high level of customer service with a high first-time resolution rate
• Manage telephone and email communication from clients and their customers in relation to their service contracts
• Resolves first line customer queries relating to their accounts associated to payment contracts and contractual relationships
• Reports any issues reported by customers, and escalate where necessary
• Alerts and notifies/escalates to management and/or sales staff of significant market/ customer events/information/ incidents
• Manages clients regarding overdue balances and the collection of those in line with Collection’s policy, maintaining individual areas within the system’s ledger by telephone and letter
• Liaise with collection agencies on accounts sent for action, updating website information, or forwarding customer information when required
• Identification, progress chasing and resolution of queries utilizing the query management system

• Record all activity associated with any communication in the related Administration system
• Accurately update internal and external systems and tools as required
• Follow defined scripts or directions around support or payment negotiation as defined from time to time
• Remain up to date with all security issues and follow company processes in relation to the security of all data 

The Person 

• Experience in a customer service environment (e.g., travel, retail, hospitality, customer service operation, contact centre) is essential.
• Native Level Dutch Speaking and Writing is Essential

• Strong Customer Service and relationship building skills

• Excellent communication skills - The ability to liaise with Stakeholders on a day-to-day basis via telephone (excellent telephone manner), email and face-to-face in a clear, caring, concise and professional manner
• Problem solving skills
• Planning, organizational, time management and negotiation skills
• Attention to detail, able to document details of issues clearly in a concise understandable manner

• Intermediate to Advanced skill level in Microsoft Office Suite
• Knowledge of working with a complex CRM database preferred