Candidate will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call center environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction.Be available to receive any new calls at start of shift

• Ensure consistent productivity and quality of service
• Meet SLAs and individual KPIs, maintain customer satisfaction
• Ensure that all tickets are logged and assigned according to the account's procedures
• Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
• Handle and assist second level teams with problem determination
• Escalate queries when required to appropriate personnel
• Minimize outbound call duration and quantity
• Monitor ticket queues
• Apply end to end ticket and call handling expectations of account
• Escalate any issues as soon as they arise to the appropriate contact
• Identify knowledge management gaps and drive closure

Requirements:
Dutch: Fluent
• Basic IT literacy and willingness to learn
• Microsoft Windows 7 Support, Administration and Troubleshooting
• Microsoft Outlook
• Microsoft Office Applications
• Lotus Notes Support
• Responsiveness and flexibility, Teamwork skills, High motivation, Learning skills
• High communication skills, customer attitude