Customer Service - Dutch/English

Birds Eye Consumer Call Centre aims to deliver market leading consumer service. You will have a passion for representing the Birds Eye business and its associated Brands. The role requires handling multi-channel inbound & outbound contacts whilst delivering exceptional service that will consistently delight consumers resulting in increased consumer loyalty.  A critical element to the role is providing feedback to Birds Eye on consumer behaviour, contact drivers and escalating potential risks. The role requires a professional and dynamic approach to consumer care with a desire to continuously improve the way in which Birds Eye manages contact with their consumers.

Duties:

• Responding to Consumers - including communication on all levels of consumers (via telephone, email, white mail, text and fax)
• Responsible for representation of Brand diversity
• Ensuring increase of Consumer loyalty
• Escalation of risks to minimise impact to Birds Eye Consumers
• Building rapport with Consumers to ensure consumer service excellence and to resolve consumers queries, problems or complaints. 
• Meeting challenging targets for Quality (including brand diversity representation) of interaction and process follow through,
• Liasing and providing feedback within the team  - to help meet Consumer satisfaction targets/objectives and customer service excellence
• From time to time doing outbound projects, undertake ad-hoc projects involving outbound calling existing customers. Also be able to deal with admin tasks from time to time.
• Ensuring that all consumer contact is handled in a professional manner in line with the Birds Eye methodologies, values and principles - maximise all interactions to promote Brands and aid in increasing Consumer base.
• Working effectively as part of the Consumer Call Centre.
• To use the in house system efficiently - update and maintain.
• To consistently meet all individual and team targets
• To have a good understanding of Birds Eye’s market place and industry and it’s competitors
• Work closely with the Team Manager to ensure a consistent approach to quality and brand diversity, striving to constantly enhance the consumer experience.
• Demonstrate innovation and passion towards consumer delight.
• Work closely with the Team Manager to highlight operational risks, and areas for improvement within the service team.
• Actively contribute in team meetings and share knowledge with colleagues to maximise knowledge retention within the Consumer Call Centre. 
• Maintain knowledge of Careline Services and Birds Eye industry taking account of working practices and cultural drivers

If you feel that you are suitable for this vacancy please reply to the details below