Norwegian Customer Care Representative
Location: Newcastle, North of England

Salary: £16,000
The General Motors Europe (GME) Customer Care Centre (CCC) is a 300 seat, multi-lingual and multicultural customer care centre. The centre provides customer service to owners of Vauxhall and Opel vehicles across 20 European countries.

Job role:Working in a team within a customer service centre environment, responsible for the resolution of incoming contacts from Norwegian GM/Opel customers and dealers.

Day-to-day duties:
· generally dealing with only Norwegian speaking customers
· initially focusing on answering inbound telephone calls
· working to strict service level criteria and deadlines
· working on own initiative to follow up and resolve the issues raised by customers
· understanding and applying the policies of GME/Opel to resolve the enquiries raised
· liaising with business partners - i.e. GM/Opel dealers, field managers and internal departments to develop
action plans and resolutions
· delivering excellent customer service in a professional, polite and clear manner
· logging of all contacts and following up on action plans using a case management system
· using modern computer technology - including Word and other Windows packages
· role develops to include responding to correspondence in the form of letters, emails and faxes
· participate in a shift system which currently stands at 07:30 - 15:45 and 07:45 - 16:00 GMT, Monday to Friday

Personal Requirements
· PC literate - working knowledge of Windows environment and Office products
· spoken and written Norwegian to native standard (including business correspondence)
· thorough understanding of the Norwegian culture
· enjoys direct contact with customers by telephone
· well organised
· excellent team player
· ability to work under pressure and deal with high stress/confrontational situations
· ability to work on own initiative
· help desk / call centre type experience
· experience in dealing with customers is desirable but not essential
· creative approach to problem solving
· pro-active working attitude - open-minded, flexible and approachable
· well-developed personality
· use of English as second language for systems, performance evaluation and training purposes

Advantages
· three weeks induction training
· ongoing training on a regular basis (weekly)
. EDS University offers thousands of courses. Most are Web-based, and you can take them at your
convenience
· modern office
· working in an international environment of 20 European nationalities (with your focus on the Norwegian team)
European Resources Ltd offers the services of an employment agency for permanent work and an employment business for temporary work.