Description

Ref: IN46340 A Japanese manufacturer is currently recruiting a Help Desk Coordinator to work in their Aalsmeer office in the Netherlands.In this role, you will be responsible for supporting the needs of customers to improve customer experience. This includes handling service and support requests directly from end users, logging, managing, and fulfilling requests while prioritizing and escalating issues as needed.The ideal candidate should have strong communication skills, problem-solving abilities, and experience in customer support administration. -------------------ELIGIBLE APPLICANTS:(O) Eligible visa: Permanent residence, Spouse, Partner(X) NOT eligible: Student visa, Requiring visa sponsorship, Working holiday, Graduate, FreelanceWORK TYPE: office-basedVISA SUPPORT: No------------------- TYPE: Full-time role, initially 1 year contract (potential to become permanent)WORKING HOURS: 38.5 hours per weekSALARY: 45-50kSTART: ASAP (negotiable)LOCATION: Aalsmeer, Netherlands Help Desk Coordinator Main Responsibilities:Responsible for logging support requests from customers by phone and by email, establishing the priority of the issuesBased upon the status of the customer, allocating the appropriate engineer or applications specialist to be able to support the customer within an appropriate timescaleWithin the Help Desk team, prioritising, scheduling, coordinating and escalating where needed all service callsWorking and communicating with the Operations department to ensure that parts and ink and orders are placed, managed and expedited where needed to meet the needs of the visiting engineers and customersResponsible for promoting and maintaining service contracts with customersSupport all admin tasks, such as call management and closing, ad-hoc invoicing and job costing of partsFollow up on logged calls based on their status, ensuring that each request is being tracked, escalated, and resolvedCommunication with customers to keep them updated on the status of their requestsCommunication with engineers and support staff to ensure that they are informed of tasks to be done and where changes need to be madeNavigate complex situations with composure, working efficiently under pressure while maintaining a calm, solution-focused approach Help Desk Coordinator Ideal Candidate:Business level fluency in English, spoken and writtenEducated to MBO/HBO levelCustomer support administration for complex capital equipmentAbility to handle and prioritise tasks and professional direct verbal and written contact with customersExperience with IT related applications, such as Microsoft Office for spreadsheets and email and ERP systemsAble to work as part of a team, with liaison experience with other internal department members to enhance customer satisfaction and meet organisational goals ** All applicants for the Help Desk Coordinator must have the right to work in the country as the Company is not able to offer visa support.*We regret that we cannot accept applications from Working holiday visa, Graduate or Student visa holders. If your application is successful, you will be contacted within two business days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.