Dutch Complaints Agent

  • Opportunity Summary:
    • Complaints Agent – Bilingual Dutch
       
      We are currently recruiting for a Dutch speaking Complaints Handler to support one of our large divisions in Europe.
       
      This is an exciting role based in our head office in Chiswick where no two days are ever the same. You’ll need to be a confident communicator, able to make decisions with autonomy, work well within a team and experienced in dealing with high volume complaints.
       
      As a successful candidate, you will be required to manage and take ownership of a wide range of complex issues and complaints from customers whilst ensuring you are commercially aware at all times.
       
      The ability to maintain a strong customer experience throughout the customer's complaint journey is a must.
       
      In exchange for your enthusiasm, customer service talents and commitment we offer first class training, learning, development and progression opportunities.
       
       
      What you will be responsible for:
       
      • Actively manage customer complaints in Dutch
      • Improve the overall customer relationship, making customers aware of the organisation’s complaints procedures
      • Acknowledge and resolve complaints systematically and fairly and within set time limits as defined by KiFiD (The Dutch Financial Services Regulator), both via telephone and letter
      • Investigate the root cause of any complaints, gathering information from relevant teams or stakeholders
      • Maintain customer related information systems for accurate record keeping (MI)
      • Escalate any “E3” complaint information to appropriate management
      • Provide feedback where appropriate for continuous improvement opportunities
      • Ensure compliance with legal requirements, industry regulations, organisational policies and professional codes
      • Respond to Subject Access file requests and High Priority Complaints in a sensitive and timely manner.
      • Review and assess complaints referred from KiFiD or any other Alternative Dispute Resolution
      • Spending 3-5% of your time undertaking other duties for which you are trained (such as handling claims administration calls) is expected as part of role in Complaints to aid the business, and maintain knowledge and awareness.
       
      Key Skills required:
       
      • Strong communication skills at all levels both English and Dutch
      • Experience in customer service
      • Self-motivated
      • Experience working within a call centre or complaints environment would be advantageous
       
      About Asurion:
       
      Asurion is a technology services company that ensures consumers’ devices and appliances stay online and on the job in this fast-moving, tech-driven world. However, using innovative technology to power consumer gadget assistance doesn’t mean the company has overlooked the human aspect, since people still power the frontlines. As a result, Asurion’s known for personable interactions and reliable service.
       
      We’re a technology company. But we’re also an amazing group of people. When you call us, you’ll talk to people with the patience and experience to genuinely help. We understand what it’s like to spill water on a cell phone or have a hard drive crash on a term paper. We replace. We fix. We find. We solve. We keep you in the game. Asurion. Life's Operating System™

       

      Equality, Diversity and Inclusion Statement

      Equal Employment Opportunity is a fundamental principle at Asurion Europe. Employment at Asurion Europe is based upon personal capabilities and qualifications without regard to race, nationality, ethnic or national origin, religion or belief, sex, age, gender reassignment, disability, pregnancy or maternity, sexual orientation or marital or civil partnership status; or any other protected characteristic or conduct as established by law.

      We pay particular attention to diversity in our recruitment process by following principles of non-discrimination and equal treatment in all stages of our talent selection. We also ensure that our recruitment and selection methods are continually reviewed in order to remove any possible bias and are committed to making reasonable adjustments to accommodate needs where necessary to further our commitment to Equal Employment Opportunities.

       
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