Back to search.SHL Group Plc - Dutch Speaking Customer Success Specialist
| Employment Type: | Permanent |
| Location: | London, United Kingdom, / Surrey |
| Salary: | £20k + 30% bonus OTE + Benefits |
| Languages: | Dutch |
In this role, you will be a vital contact for calls received into our Global Customer Service Centre (GCSC), which is at the heart of SHL’s international, vibrant and friendly culture. Providing professional and confident support and solutions to SHL customers, you will be passionate about delivering high standards of customer service in a customer centric, dynamic and busy environment.
Shifts: 36.25 hours a week, 5 shifts, 7.25 hours between 07:30-18:00 Monday – Friday
Role Purpose:
* To maximise on all sales opportunities coming into the Global Customer Service Centre (GCSC) client business
* Providing a high level of customer service and sales support at all times to internal and external clients for the appropriate geographical territories, and will be responsible for presenting a consistent ‘face of SHL’ to the client.
* Living the company values; Customer First and Solution Focused, taking responsibility and ownership of matters and a proactive approach to identifying the needs of a given client/company and responding accordingly.
Key Accountabilities:
* Account manage the small and medium enterprise (SME) companies, inclusive of proactive outbound calling
* Ensuring that customer service levels outlined in the Service Level Agreements (SLA’s) with the clients are achieved in order that a consistent level of service is provided to client’s globally.
* To respond to all incoming enquiries by telephone, e-mail, web, fax or post for the territories covered by the team in line with published Service Level Agreements. Aiming for first time resolution wherever possible.
* To fulfil client product orders, training requests and licence purchases according to the published Service Level Agreements.
* Filtering clients to the right department/individual
* Customer Success will be the primary contact point for the client and the Key Account Manager.
* To maximise on all sales opportunities; up-selling, cross-selling and promoting current offers, sales appointment booking, lead/opportunity qualification and forwarding to sales.
* To understand the SHL organisation structure and to liaise and build strong relations with internal teams, locally and remotely.
* To help actively manage the client database, provide sales support and liaise with the sales team, to ensure client information is accurate and up to date.
* To adhere to set Key Performance Indicators and Service Level Agreements as set by SHL.
* To understand SHL’s product, training and service offerings and how these compare to SHL’s competition, especially for territories outside of where the GCSC is located.
* To provide support to Clients using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
* To look for potential revenue streams and feedback to management ways in which to increase revenue and update SHL processes.
* To undertake ad hoc projects as and when required.
Competencies
Essential:
* Working with people
* Persuading and influencing
* Delivering results and meeting customer expectations
* Following instructions and procedures
* Achieving personal work goals and objectives
Desirable:
* Presenting and communicating
* Relating and networking
Knowledge/Skills/Professional Requirements:
* Fluent in Dutch
* Ability to work under pressure
* Excellent organisational and time management skills
Key Performance Indicators (KPIs):
* KPIs will be set annually in line with company policy. Key measurement areas include:
* Inbound sales/outbound calling/opportunities and upsell revenue for the month which will link to a monthly commission (dependant on territory)
* Call activity statistics
* Quarterly appraisal on group and individual targets
Reporting to
The position reports directly to the Customer Success Manager and /or Customer Success Team leader.
Shifts: 36.25 hours a week, 5 shifts, 7.25 hours between 07:30-18:00 Monday – Friday
Role Purpose:
* To maximise on all sales opportunities coming into the Global Customer Service Centre (GCSC) client business
* Providing a high level of customer service and sales support at all times to internal and external clients for the appropriate geographical territories, and will be responsible for presenting a consistent ‘face of SHL’ to the client.
* Living the company values; Customer First and Solution Focused, taking responsibility and ownership of matters and a proactive approach to identifying the needs of a given client/company and responding accordingly.
Key Accountabilities:
* Account manage the small and medium enterprise (SME) companies, inclusive of proactive outbound calling
* Ensuring that customer service levels outlined in the Service Level Agreements (SLA’s) with the clients are achieved in order that a consistent level of service is provided to client’s globally.
* To respond to all incoming enquiries by telephone, e-mail, web, fax or post for the territories covered by the team in line with published Service Level Agreements. Aiming for first time resolution wherever possible.
* To fulfil client product orders, training requests and licence purchases according to the published Service Level Agreements.
* Filtering clients to the right department/individual
* Customer Success will be the primary contact point for the client and the Key Account Manager.
* To maximise on all sales opportunities; up-selling, cross-selling and promoting current offers, sales appointment booking, lead/opportunity qualification and forwarding to sales.
* To understand the SHL organisation structure and to liaise and build strong relations with internal teams, locally and remotely.
* To help actively manage the client database, provide sales support and liaise with the sales team, to ensure client information is accurate and up to date.
* To adhere to set Key Performance Indicators and Service Level Agreements as set by SHL.
* To understand SHL’s product, training and service offerings and how these compare to SHL’s competition, especially for territories outside of where the GCSC is located.
* To provide support to Clients using SHL’s range of ‘Off the Shelf’ and ‘Internet Based’ IT Products
* To look for potential revenue streams and feedback to management ways in which to increase revenue and update SHL processes.
* To undertake ad hoc projects as and when required.
Competencies
Essential:
* Working with people
* Persuading and influencing
* Delivering results and meeting customer expectations
* Following instructions and procedures
* Achieving personal work goals and objectives
Desirable:
* Presenting and communicating
* Relating and networking
Knowledge/Skills/Professional Requirements:
* Fluent in Dutch
* Ability to work under pressure
* Excellent organisational and time management skills
Key Performance Indicators (KPIs):
* KPIs will be set annually in line with company policy. Key measurement areas include:
* Inbound sales/outbound calling/opportunities and upsell revenue for the month which will link to a monthly commission (dependant on territory)
* Call activity statistics
* Quarterly appraisal on group and individual targets
Reporting to
The position reports directly to the Customer Success Manager and /or Customer Success Team leader.
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