Customer care specialist

We're looking for a Customer Care Specialist to join our team in Delft, Netherlands. In this role, you'll be the voice of our organization, providing exceptional support and assistance to our valued customers. As a Customer Care Specialist, you'll handle customer inquiries with empathy and professionalism, ensuring every interaction leaves a positive impression. You'll work to resolve issues efficiently while maintaining a customer-focused approach that builds lasting relationships and drives satisfaction.

• Respond to customer inquiries through multiple communication channels including phone, email, and chat with a friendly and professional demeanour.
• Process orders efficiently in SAP, ensuring accuracy and adherence to KPIs while maintaining timely execution.
• Identify, investigate, and resolve customer issues and complaints in a timely and empathetic manner
• Coordinate and resolve issues in the Order-to-Cash (OTC) process, ensuring smooth follow-up and resolution.
• Provide accurate product and service information to customers, addressing their questions and concerns
• Maintain detailed and organized records of customer interactions, resolutions, and follow-ups in our customer relationship management system
• Escalate complex or unresolved issues to appropriate departments or management while keeping customers informed throughout the process
• Follow up with customers to ensure their concerns have been fully addressed and satisfaction has been achieved
• Contribute to team efforts to meet and exceed customer satisfaction targets and performance metrics
• Document lessons learned and provide feedback to help improve our products, services, and support processes
• Collaborate with team members to share best practices and support one another in delivering exceptional customer care

We are looking for someone who is available for 40 hrs per week. Furthermore, you have the following qualifications:

• Bachelor's degree 
• You are at least fluent in English. Other languages are a plus.
• Excellent communication skills, both written and verbal, with the ability to explain complex information clearly
• Proven experience in a customer service, customer support, or related customer-facing role B2B
• Demonstrated problem-solving abilities and a proactive approach to resolving issues
• Exceptional organizational and time management skills with the ability to multitask effectively
• Patience and composure when handling difficult or frustrated customers
• Experience with ERP software (SAP preferably) or willingness to learn
• Ability to work collaboratively within a team environment while also managing independent responsibilities

Are you interested in the role? Please feel free to apply. Please note that you need to have a valid work permit and be located in The Netherlands already, no relocation.
Biospringer by Lesaffre manages its hiring process directly and does not engage with third-party recruiters for this vacancy.