Dutch Service Desk Specialist
6 days ago
The Service Desk Agent is responsible for providing top-notch support to customers through various communication channels, including phone, email, and chat. The role entails managing customer inquiries, troubleshooting technical issues, and performing the administrative and organizational follow-up of support tickets. The primary goal is to ensure efficient and effective service delivery while maintaining a high level of customer satisfaction. This role also involves continuous monitoring and improvement of processes to ensure a smooth, reliable customer experience.
What you need to do
Customer Support:
Act as the first point of contact for customers via phone, following set procedures to deliver fast, customer-focused technical support.
Aim for quick, accurate solutions on the first call to ensure high customer satisfaction.
Ticket Management:
Handle customer requests based on ticket priority, working under the direction of relevant managers.
Use the knowledge database to provide the best possible solutions quickly and correctly.
Skills and Knowledge:
Keep your technical knowledge and skills up to date to effectively handle customer requests.
Customer Data Management:
Ensure customer data is processed and kept up to date for accurate records.
Administrative Tasks:
Perform necessary administrative tasks to support the processing of technical requests.
Process Improvement:
Identify problems and suggest improvements to enhance service efficiency.
Follow-Up:
Take ownership of all service desk requests, incidents, and changes, ensuring timely follow-up and keeping customers informed.
Customer Experience:
Ensure a positive customer experience with every interaction.
Represent Cegeka's values positively, both within the team and when interacting with customers.
What will help you succeed
At least one year of experience working on a IT Service Desk
Good knowledge of common Ticketing Systems in general.
Dutch (must) & English skills – Advanced;
Customer oriented - professionalism is required in all communication with the clients (phone calls, emails);
Desire for development through involvement and proactivity
What we offer
22 Annual Vacation days, 3 sick days that are not carried over the next year (no medical certificate required), plus a seniority day added every 3 years in the company
Meal tickets
Private Medical Insurance
We offer flexibility when it comes to WFH policy
Wellbeing at the center - we know that there is more to our lives than our jobs, therefore we make sure to tackle wellbeing aspects of our day to day lives through specialized sessions, webinars and internal programs according to our employee's input
In close cooperation is a value we live by, through #MomentsThatMatter: monthly hangout parties, team buildings, gamified online experiences
Many more to come :)
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