Customer Support Representative



Retail (SEFE Energy)


's-Hertogenbosch (Netherlands)


Temporary

As Customer Service Representative, you are the first point of contact for all customer and partner queries and you ensure that these questions are answered and/or resolved in a timely and correct manner.

About us

We began our journey as an ambitious, independent gas supplier in the North West of England, built on great relationships and a passion for growth and excellent customer service.  We continuously developed our products to reach more customers and in less than ten years, we grew from employing a handful of people and supplying less than a hundred customers to become one of Britain’s leading non-domestic energy suppliers.  We now supply thousands of businesses and organisations with the energy they need to provide their products and services used by millions of people across Britain, France and the Netherlands.  We are part of the SEFE Group – led by SEFE Securing Energy for Europe GmbH in Berlin – which employs approximately 1,500 employees and together, our mission is clear.

As a business we have to be agile, constantly adapting to the ever-changing energy world, driven by forces of decarbonisation, competition, digitalisation and shifting customer expectations. Our Always Reaching for Better strategy equips us to expertly respond to changes and advancements, and quickly seize opportunities to grow and develop.  Our focus for 2022 – 2025 is strategic, profitable growth and strengthening our foundations, primarily by placing data and technology at the heart of our business model.  We’re looking for people who are passionate about where we’re going and will help us thrive long into the future.

The 350 people working in our business are friendly and positive – you can approach anyone for help and your ideas are always welcome.  We’re committed to our REACH principles – Results, Expertise, Action, Challenge, Have courage – but above all else, we care for each other’s welfare and aspirations so you can expect to experience empathy and support throughout your journey with us.  We’re committed to creating an inclusive environment that embraces diversity and fosters the development of knowledge, skills and experience, so all our people can thrive and prosper in their careers with us.  We are a place where you can be yourself and make your mark because whatever your role, you’ll find an open, welcoming atmosphere that empowers you, encourages fresh thinking, and recognises your contribution.

In the UK, our people practices have been awarded Gold status by Investors in People and we have a silver EcoVadis rating demonstrating our commitment to sustainability.

Role objectives

As Customer Service Representative, you are the first point of contact for all customer and partner queries and you ensure that these questions are answered and/or resolved in a timely and correct manner.

You are friendly, customer-oriented and a real solution-focused go-getter. You have a strong natural interest in people. For you, a complaint is an opportunity and you do not shy away from it. You get energy and satisfaction from working with customers and partners. A customer feels good when they have spoken to you.

Our customer service is of a high standard and we want to keep it that way.  All customer service tasks and activities must therefore be processed effectively and efficiently, with the focus always on the customer. You will work in a fast-paced environment and process a large number of phone calls and e-mails every day. In addition, you will support your colleagues in the back office and sales when necessary.

Furthermore, you actively think about how we as a team, based on experiences from daily practice, can further improve customer satisfaction. You are enthusiastic in sharing improvement input and know how to enthuse and inspire your colleagues. You realise that as a team we are stronger than one. Together for the customer! When determining what is needed to increase customer satisfaction, you are able to think across departments.

Duties & Responsibilities

  • You are the first point of contact for questions from customers and partners.
  • Answering and/or resolving questions received by phone or via e-mail in a timely manner.
  • You switch quickly between various activities.
  • You contribute proactively to the improvement of the working method within Customer Excellence.
  • You are a teamplayer.
  • To be aware of and comply with all company policies and procedures, including but not limited to the SEFE Energy Data Protection policy, Equal Opportunities policy, and the Email and Internet Acceptable Usage Policy, in addition to Fire and Health and Safety Regulations.

Skills & Competencies

  • You have good communication skills. You need these to be able to properly assess what the question actually is and know when it is better to call rather than email.
  • You can work quickly and efficiently without losing the quality of your work.
  • You are customer-oriented and have good analytical skills.
  • Good computer skills and knowledge of MS Office.
  • You are driven, energetic and eager to learn and used to working with KPIs.
  • You take responsibility and work both independently and in a team.
  • You can handle pressure and are focused on achieving results.

Experience

  • Minimum of MBO+ / HBO work and thinking level with at least 3 years of relevant work experience, preferably in a B2B environment.
  • You are educated in and have extensive experience with telephony: with your telephonic and analytical skills you know as no other how to quickly and effectively find out ‘the question behind the question’ in order to come to the best possible answers and solutions.
  • Excellent command of the Dutch language in word and writing and good command of the English language.

Education

  • Minimum of MBO+/HBO work and thinking level

 

 

 

 

 

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