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Not just another Customer Service opportunity - BASED IN THE NETHERLANDS

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Ecolab

16d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    IT & Cybersecurity
  • Madrid

AI generated summary

  • You must have the right mindset, live near Leiden, speak English & German, have customer service experience, cultural awareness, and a commercial focus. International experience and ERP knowledge are a plus.
  • You will resolve queries, triage contacts, troubleshoot incidents, build relationships with stakeholders, provide feedback for improvements, and assist with various tasks for future success.

Requirements

  • The right mindset & attitude! We can teach you a system but not an attitude
  • Important: you live within travelling distance of Leiden, The Netherlands. You will be expected to be present at the office especially in the crucial early stages of the Team’s development!
  • Proficient in English & German, other European languages like French, Italian or Dutch will be valued.
  • The ability to deal well with ambiguity
  • Experience in customer service or a comparable field
  • A healthy amount of self-reflective ability
  • Cultural awareness
  • A focus on results and preferably a commercial mindset
  • The confidence to step up and own your mistakes
  • A great sense of humour
  • New ideas!
  • Preferably you also bring:
  • International experience
  • Experience in a start-up or scale-up
  • Knowledge of additional European languages
  • Experience with ERP systems, preferably Salesforce

Responsibilities

  • Your responsibilities as part of the core team are twofold:
  • As a spider in the web, you will be responsible for resolving a wide variety of queries and incidents raised by colleagues, partners, and customers using the latest in digital technology
  • You will triage and log all inbound contacts, raising queries or incidents, identifying root causes, and owning each interaction through to resolution
  • You will focus on the initial troubleshooting, driving a high 1st time fix rate and quickly escalate unresolved incidents to field teams or other technical teams as required.
  • You represent the new team in your assigned region and build effective relationships with customers and stakeholders on different levels
  • You provide actionable feedback and new insights on how our service can be further improved or aligned with local needs
  • You assist with a variety of tasks and project work aimed at laying the groundwork for our future success and the benefit of your future colleagues

FAQs

What is the job title for this position?

The job title is Virtual Assist Support Technician.

Where is this position located?

This position is located in Leiden, Netherlands.

Is this a newly created team?

Yes, this is a brand new team being formed to deliver a five-star Ecolab Service Experience.

What are the primary responsibilities of the Virtual Assist Support Technician?

The primary responsibilities include resolving queries and incidents, troubleshooting technical issues, and helping build effective relationships with customers and stakeholders.

What qualifications are required for this role?

Candidates should have experience in customer service, proficiency in English and German, the ability to deal well with ambiguity, and a results-oriented focus.

Is knowledge of other European languages beneficial for this position?

Yes, knowledge of additional European languages such as French, Italian, or Dutch is valued.

Is the position open to remote work in the early stages?

No, presence at the office is expected especially during the crucial early stages of the team’s development.

Will there be opportunities for career advancement?

Yes, there are opportunities for career advancement such as Team Lead, Trainer, or Systems Admin based on performance and aptitude.

What kind of company culture does Ecolab promote?

Ecolab promotes a collaborative and international company culture where colleagues at all levels are willing to assist each other.

Is there a relocation package available?

Yes, a relocation package is available depending on your current location.

Who should I contact if I have questions about the role?

You can reach out to Eric van den Broek, the manager of the new team, at eric.vandenbroek@ecolab.com.

Are there opportunities for personal development?

Yes, there are extensive opportunities for personal development and training offered by Ecolab.

What is Ecolab’s commitment regarding diversity and inclusion?

Ecolab is committed to fair and equal treatment of associates and applicants and strives to fully utilize diverse individuals at all levels of the workforce without discrimination.

Engineering & Construction
Industry
10,001+
Employees
2
Founded Year

Mission & Purpose

Ecolab is a global leader in water, hygiene, and energy technologies and services. The company's mission is to help make the world cleaner, safer, and healthier by providing innovative solutions that protect people and vital resources. Ecolab works with businesses in various industries to optimise water and energy use, maintain clean and safe environments, and improve operational efficiencies, ultimately aiming to enhance sustainability and ensure well-being globally.