Customer Success Center Specialist

Department
Customer Success Center
Employment
38 hours
Location
Utrecht, Netherlands

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The candidate

Candidates should have the following traits:

  • Responsible
  • Cooperative
  • Result-orientated
  • Quality-orientated
  • Customer oriented
  • Commercially oriented
  • Good communication skills
  • Empathy
  • Problem-solving capacity
  • Accurate & detail-oriented

More information?

Yvonne Peeters
Yvonne Peeters
Human Resources
(+31) 623681430

Job description:

We are looking for 2 fulltime (38hr) CSC Specialist. The CSC team is the heart of the operations of EXIN. We handle candidate requests and provide support to our business partners and corporate partners. We focus on the operational side of the exam handling, e.g booking exams, processing exams and communicating results. At the same time, a significant part of our work is dedicated to accounting management with our training partners worldwide and following up on commercial leads to expand our partner network. For some areas of the world, we support the sales manager for that specific region. For other parts of the world, we are directly responsible for the exams sold. We are therefore looking for an allrounder with a commercial mindset that is not afraid to spend a day on processing exams and handling candidate tickets. It is a diverse job in an international environment.

Candidates should be able to speak good (or native) English and one of the following (in order of preference):

  1. (Brazilian) Portuguese
  2. Spanish
  3. German
  4. Dutch
  5. French

Tasks and responsibilities:

  • Support sales managers reaching sales targets with existing partners and prospects, by, amongst others, guiding prospects to becoming partners following leads provided by the sales manager and cross- & upsell with existing partners;
  • Safeguarding and communicating specific partner intelligence within EXIN;
  • Responsible for exceptional customer support leading to high customer satisfaction and customer loyalty;
  • Understand and analyze the customer’s wishes, questions, and issues and translate those into solutions. (operational support);
  • Responsible for the efficient, effective, and timely handling of questions and requests from partners, candidates, auditors & colleagues;
  • On a daily basis, collaborate with and maintain contact with (international) partners (companies, candidates & external auditors) on contracts, examination and accreditation processes;
  • Take the lead in customers processes and proactively contact customers/ partners in case of delays and/ or deviations in these processes (e.g. accreditation) or with errors and/ or problems during the exam handling, exam payment or exam processing;
  • Process partners’ requests and determine if they meet the current accreditation and financial requirements;
  • Responsible for correct and timely processing changes in customer details (including pricing and invoice details) in the primary ICT system(s);
  • Digitalizing exams and attendance lists (scanning process);
  • Report bottlenecks in the different customer processes and contribute to improving these processes and the relevant systems;
  • Responsible for the first line debt collection activities, including pro-actively contact EXINs debtors;
  • Process administrative tasks for the exam handling, accreditation and financial processes.

Job requirements (education, knowledge and experience):

  • Minimum working level: higher vocational education (HBO);
  • Analytic and problem-solving capacity
  • Proficient in (relevant) native language English (level B2)
  • Proficiency in third (relevant) language (level B1)
  • Experience in an (international) customer contact center
  • Experience with working with commercial targets
  • Experience with performing administrative tasks is a plus
  • Experience with outbound calls is a plus