Complaints Exec-Dutch

Job Title: Complaints Exec-Dutch
Contract Type: Permanent
Location: London
Salary: £25000 - £28000 per annum
Start Date: 2019-01-28 00:00:00
Reference: 775109347
Contact Name: Michelle Sayers
Contact Email:
Job Published: January 28, 2019 17:33

Job Description

Dutch Speaking Complaints Exec
Location -Chiswick London

An International Insurance company who are a leading provider within Telecomunications urgently need to recruit a Dutch Speaking Complaints Executive to join their London team situated close to Chiswick.

Purpose of the role:
To provide excellent customer service, mitigating the impact that poor customer service has on customers and the business as a superior communicator, verbally and in writing
Main responsibilities will be, to resolve customer complaints at the first of contact (FPOC) received from the customer(or their authorised representitive)by completing prompt,high quality investigations in accordance the companies internal standards) in order to ensure that an appropriate decision is reached and that , when required, appropriate decision is reached and that, where required, appropriate redress or remedial action is offered and where accepted this is arranged in a timely manner.
" Actively manage customer complaints for KPN in Dutch
" Improve the overall customer relationship, making customers aware of the organisations complaints procedures
" Aknowledge and resolve complaints systematically and fairly and within set time limits as defined by KiFiD ( The Dutch Financial Service Regulator), both via telephone and letter
" Investigate the root cause of any complaints , gathering information from relevant teams r stakeholders
" Review and assess complaints referred from KiFiD or any other Alternative dispute resolution
" Ensure compliance and legal requirements, industry regulations,organisational policies and professional codes
Essential Requirements and Key Competencies:
" Projects a professional image at all times
" A positive attitude towards work
" Forward thinking and channels energy
" Demonstrates an advanced understanding of CX6/TCF and has already delivered positive CX6/TCF outcomes and vulnerable customers
" Remains polite , professional and respectful when communicating with customers
" Excellent communication skills and telephone manner
" Strong interpersonal/relationship building capabilities

Ideally you will have a strong background in Customer Service and complains ideally your previous experience will be from a Contact/call Centre ideally within the Insurance /Telecoms industry
Native Dutch/Fluent Dutch is essential for this role