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Customer Service Associate with Dutch

Job Location: Prague

Regional Description: Czech Republic

Job Number: 00468281


- Job description


Ideal Candidate Profile:


• 0-2 years relevant experience 


• Previous experience in a customer service environment, including complaint-handling responsibilities


• Experince in communicating with different cultures and/or countries


• Provide exceptional customer experience, proactively and reactively, across multiple communication channels, in dealing with potential and actual problems


• Written and spoken ability to communicate in Dutch for client interaction (B2 level required - CEFR standards)


• Written and spoken ability to communicate in English for Accenture interaction


• Competent Microsoft Office user: Excel, Word and Power Point


• Strong email/efax/phone contact handling skills

• Reliable, active approach striving for process improvement;


• Ability to solve urgent matters and work under pressure


• Responsibility, accuracy


• Team player


Our client  is an international courier delivery services company with headquarters in Hoofddorp, Netherlands. The company has fully owned operations in 61 countries and delivers documents, parcels and pieces of freight to over 200 countries.


New deal/project in Prague's Acenture Delivery Center; but the client is not new there are team working in centers in Bangaore, Warsaw, Buchurest, Manila and others DC


In Prague we are building new team - Customer service process for Benelux - NL,BE, team should have around 20 people but already in Dec/Jan we plan extension of team for EE


Job Responsibilities:


 • To proactively check for any potential or actual shipment failures, both import and export, and contact the customer to advise and agree a resolution that will achieve customer satisfaction


•  Proactively takes actions, where applicable, to solve service issues, ensures that solutions meet customer and business needs


•  Proactively contacts customers when service issues may affect delivery commitments, and understands customer needs in order to recommend appropriate solutions.


 • Follows all new customers’ shipments and Premium shipments, to confirm the Proof of Delivery or apply the Service Recovery Policy.


 • To provide the customer with suitable solutions relating to problem shipments or complaints


 • Researches problem shipment information, liase with internal departments to find potential solutions that meet the needs of the customer


 • Provides regular updates to the customer in line with the agreed call back times and preferred communication channel


 • Complies with all relevant policies and procedures


 • Formulates written communication requests providing accurate, complete and professional information detailing the specific requirements from the recipient


 • Follows up within the agreed times frame until an appropriate response has been received


 • Provides timely, complete and professional responses to customers


 • Record accurate, complete and timely information in systems to ensure global visibility, consistency of information, and to enable root cause analysis.


 • Records and completes complaint files to closing point, including Service Recovery data entry requirements


 • Records undeliverable/unsendable solutions to hand over to operations


 • Prepares and distributes Customer letters if required


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