ProCare Customer Experience Lead Representative

Work Flexibility:
Hybrid

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

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

• Processing Repair / Work Orders incl. Loaner management
• Arranging returns and collections and handling proof of delivery and pricing requests
• Handling incoming e-mails and calls
  
  Proactively communicating with internal & external customers
• Investigating and resolving invoice disputes
• Logging and follow up of issue resolution and related communication back to the customer
• Take responsibility for executing tasks and supporting colleagues across several complex areas / processes and queries
• Work with your colleagues to effectively organize and prioritize the tasks within your specific areas
• Working collaboratively with other functions and divisions on cross-functional or customer specific topics
• Assist in supporting and training more junior colleagues
• Act as a mentor for more junior customer service representatives

• High School diploma or equivalent

• Further education in a relevant discipline

• 3 years in technical customer service, order management or contact center roles
• Has demonstrated the ability to build strong relationships with customers and colleagues
• Can communicate proactively and professionally with Sales team members and Customers
• Ability to adapt to different types of people and situations to ensure positive outcomes
• Advanced knowledge of MS Excel, MS Outlook, MS Word, Internet
• ERP experience
• Fluent in English

• Solid understanding of Customer Service process flows
• Solid understanding of good documentation practices and documentation retention
• Experience in service and maintenance, order management or technical customer contact processes
• Working level of Dutch and/or French

Travel Percentage:
None