Back to search.WhiteConcierge - Swedish Speaking Customer Service Specialist
| Employment Type: | Permanent |
| Location: | Cambridgeshire - East Anglia, United Kingdom, Peterborough |
| Salary: | Competitive + Generous Shift Allowance & Benefits |
| Languages: | English, Swedish |
The Customer Service Specialist (CSS) is responsible for providing world class customer service; answering incoming calls and emails within Service Levels; anticipating and responding to the needs of the customer by taking personal ownership for researching, and delivering customer focused tailor made solutions.
The CSS has responsibility for managing own task load by balancing new incoming requests with existing tasks to ensure provision of customer focus and service quality.
Key Accountabilities:
• To deliver effective and tailored solutions to customer enquiries by ensuring quality service is delivered and targets are met
• Shows confidence in dealing with different customer types irrespective of their status, culture or behaviour
• Take responsibility to record all details accurately on Eden, reflecting call back times and availability of suppliers
• Adheres to internal policy and procedures to protect security and quality of output
• Ensure SLA targets are met and language/English line availability is personally owned by effectively demonstrating productive working practice and teamwork
• Share knowledge on travel destinations, special interests, events and suppliers and input these into the Knowledge Database
• Takes responsibility for own development needs, ensuring training and feedback is fully used with development needs shared with line manager
Skill/Technical Competencies:
• Excellent organisational skills; effective and efficient use of time and resources in order to meet all deadlines and deliver quality results
• Ability to effectively communicate –written and verbally – to an excellent standard and excellent interpersonal skills with customers and colleagues
• Ability to effectively and efficiently manage own time
• Proficient technical skills with confidence in Eden CRM, Internet and IT packages such as MS Office Suite or related systems
• Must be proactive and demonstrate initiative; able to reliably accomplish multiple tasks
• Ability to quickly adapt to changing situations, demonstrate flexibility, and take on other duties as assigned.
• Instinctive and consistent focus on quality and accuracy even when under pressure
• Excellent attention to detail
Behavioural Competencies
• Teamwork - Willingly shares resources, knowledge and/or information to support the team
• Developing Self & Others – Takes responsibility for own development needs. Accepts and uses the skills and knowledge provided by training.
• Customer Service – Anticipates and responds to the needs of the customer and takes personal responsibility for delivery customer focused solutions.
• Decision Making – Makes decisions in a timely manner to meet deadlines. Follows pre-set departmental procedures to arrive at the most suitable decision.
• Communication – Presents facts in a logical sequence in both verbal and written communication
The CSS has responsibility for managing own task load by balancing new incoming requests with existing tasks to ensure provision of customer focus and service quality.
Key Accountabilities:
• To deliver effective and tailored solutions to customer enquiries by ensuring quality service is delivered and targets are met
• Shows confidence in dealing with different customer types irrespective of their status, culture or behaviour
• Take responsibility to record all details accurately on Eden, reflecting call back times and availability of suppliers
• Adheres to internal policy and procedures to protect security and quality of output
• Ensure SLA targets are met and language/English line availability is personally owned by effectively demonstrating productive working practice and teamwork
• Share knowledge on travel destinations, special interests, events and suppliers and input these into the Knowledge Database
• Takes responsibility for own development needs, ensuring training and feedback is fully used with development needs shared with line manager
Skill/Technical Competencies:
• Excellent organisational skills; effective and efficient use of time and resources in order to meet all deadlines and deliver quality results
• Ability to effectively communicate –written and verbally – to an excellent standard and excellent interpersonal skills with customers and colleagues
• Ability to effectively and efficiently manage own time
• Proficient technical skills with confidence in Eden CRM, Internet and IT packages such as MS Office Suite or related systems
• Must be proactive and demonstrate initiative; able to reliably accomplish multiple tasks
• Ability to quickly adapt to changing situations, demonstrate flexibility, and take on other duties as assigned.
• Instinctive and consistent focus on quality and accuracy even when under pressure
• Excellent attention to detail
Behavioural Competencies
• Teamwork - Willingly shares resources, knowledge and/or information to support the team
• Developing Self & Others – Takes responsibility for own development needs. Accepts and uses the skills and knowledge provided by training.
• Customer Service – Anticipates and responds to the needs of the customer and takes personal responsibility for delivery customer focused solutions.
• Decision Making – Makes decisions in a timely manner to meet deadlines. Follows pre-set departmental procedures to arrive at the most suitable decision.
• Communication – Presents facts in a logical sequence in both verbal and written communication
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