Client Services Agent in Euroclear Nederland

Company : Euroclear

Job Type : Full Time

Amsterdam, Netherlands

Job Description - Client Services Agent in Euroclear Nederland

Description

Job family : Client Services, ESES Euroclear Nederland

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.

General Description :

Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered.
Proactively maintains an ongoing relationship with key customers and sales staff; *developing market/ client intimacy.
May handle multiple product markets.
Typically requires experience with, and demonstration of high level product and process knowledge.

Role :

Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact.
Provides pricing, availability, and schedule information within established guidelines.
Suggests additional and/or alternative products or services to meet customer needs.
Checks and approves credit within established limitations, and confirms orders.
Tracks order activity, and alerts appropriate staff of any potential delivery problems.
Researches and obtains resolution of a variety of highly complex customer complaints and issues; *handles escalations.
Serves as communication link between customers and sales staff to assure responsiveness.
Expedites the delivery of selected orders.
*Participates to service improvements / query avoidance initiatives
Provides guidance and assistance to new or less experienced staff.
May conduct training for entry-level representatives.
*May conduct trainings for other internal people
Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

Euroclear specificities :

Has a broad knowledge in one or several business domains.
Can manage, in one business domain, the day to day operational relation with key clients including the discussion of KPI's or client wishes, leading client calls or visits, trainings ...
Able to manage situations outside standard processes like escalations, contingency, complex investigations ....

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Client Services Agent in Euroclear Nederland

Job Description - Client Services Agent in Euroclear Nederland

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