Job Title: Contact Centre – Customer Care Agent

Required Language: Dutch

Report to: Contact Centre Supervisor

Location: Dundalk, Co Louth

Overview of Role:

We are looking for people like us; hardworking, motivated, driven and of course fun! As our Customer Care Agent in our Contact Center you will act as the first point of contact for our existing client base dealing with incoming sales, account queries and product questions over the phone, email or fax.

What you will do:

Effectively managing and resolving customer enquires in a considerate and timely manner over the phone or email

Provide appropriate solutions and alternatives with the time limited and follow up to ensure resolution

Input and manage orders received via email or phone

Process payments, manage invoice and statement queries and escalate as required

Maximizing sales opportunities through upselling

Processing customer orders and providing expert advice on the company’s extensive products

Tracking of orders, returns, pick-ups and advise customer of updates

Translating and proofing orders

Nurturing and maintaining great relationships with our customers

Meet the team service level targets

Maintain up-to-date knowledge of our products and processes

Follow the company’s communication procedure, guidelines and policies

Ad hoc projects and duties as requested by management

What we need from you:

Must be fluent in the required language

Minimum of 6 months experience in customer service, building relationships with key decision makers

Have the ability to maintain professionalism under pressure

An energetic, self-starter who excels in interpersonal skills, with a focus on listening and questioning skills

Self-motivated and goal oriented

Strong customer service and the desire to be successful exceed targets and integrate into a team-based organization

Be a good team player

Experience with MS office and other systems

Excellent telephone manner and communication skills

Knowledge of additional language beneficial: French, German, Dutch, Swedish, Danish, Finnish, Norwegian, Spanish, Italian, Portuguese, Japanese, or Czech

Good English

About National Pen:

In business for over 50 years, National Pen is a world class provider of personalized marketing solutions. We offer high value/low cost branded marketing products to small and medium businesses through multiple channels, with low minimum order quantities and high levels of customer care. National Pen operates across 10 locations globally with facilities in Europe, North America, Africa, and Asia and employee over 3500 people through our multi-channel business.

In December 2016 National Pen Corporation was acquired by Cimpress N.V., a leader in mass customisation. Cimpress employs 10,000 people across 30 countries globally and offers a portfolio of more than 20 successful brands including Vistaprint, National Pen, Albelli, Drukwerkdeal, Pixaprinting, Exprint and WIRmachenDruck. #LI-DNI

Dutch Customer Care Agent

Job Description