Client Services Agent in Euroclear Nederland
EuroclearJobsCloseBy Editorial Insights
Euroclear Nederland seeks a full-time onsite Client Services Agent to deliver best-in-class service for billing inquiries, service requests and complaints, handling highly complex orders and maintaining ongoing relationships with key customers and sales staff across multiple product markets. The role demands deep product and process knowledge, the ability to provide pricing, availability and scheduling information, suggest alternatives, approve credit within limits, track orders and resolve escalated issues, and act as the communication link between customers, sales and supply chain while expediting deliveries as needed. Euroclear values broad domain expertise and the capacity to manage day-to-day client relations, KPI conversations, client calls or visits, and training. To apply, tailor your resume to prove success with complex orders and escalations, show proactive relationship-building, cross-functional collaboration and any mentoring experience, quantify service improvements or query-avoidance initiatives, and confirm willingness to work onsite in the Netherlands.
- Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered.
- Proactively maintains an ongoing relationship with key customers and sales staff; *developing market/ client intimacy.
- May handle multiple product markets.
- Typically requires experience with, and demonstration of high level product and process knowledge.
- Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact.
- Provides pricing, availability, and schedule information within established guidelines.
- Suggests additional and/or alternative products or services to meet customer needs.
- Checks and approves credit within established limitations, and confirms orders.
- Tracks order activity, and alerts appropriate staff of any potential delivery problems.
- Researches and obtains resolution of a variety of highly complex customer complaints and issues; *handles escalations.
- Serves as communication link between customers and sales staff to assure responsiveness.
- Expedites the delivery of selected orders.
- *Participates to service improvements / query avoidance initiatives
- Provides guidance and assistance to new or less experienced staff.
- May conduct training for entry-level representatives.
- *May conduct trainings for other internal people
- Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.
- Has a broad knowledge in one or several business domains.
- Can manage, in one business domain, the day to day operational relation with key clients including the discussion of KPI's or client wishes, leading client calls or visits, trainings ...
- Able to manage situations outside standard processes like escalations, contingency, complex investigations ....