What will you do?
You help them through different communication channels, such as phone, email and chat, and you make sure every customer has a positive experience. Whether you work as a call centre agent, helpdesk employee or customer advisor, you analyse the customer's question, give clear information and register all data accurately. You follow up tickets in a ticketing system until everything is solved.
- Receive messages and calls through different channels
- Verify the contact details of the person you are speaking with
- Analyse the customer's question
- Give clear and correct information
- Manage tickets in a ticketing system
- Record data accurately
Skills to develop
- Strong communicator, both on the phone and in writing
- Comfortable with computers and ticketing systems
- Patient and empathetic, also when handling complaints
- Accurate when registering data
- Knowledge of several languages is a big asset, especially Dutch, French and English
Your foundation for this occupation
Learn the products, ordering process and CRM. Distinguish information requests, complaints and technical faults.
From preparation to your first day
Develop the practical skills
Practise questioning, summarising and agreeing a realistic next step. Record contact so a colleague can continue the case.
Check your work
Check whether the answer resolves the actual issue. Do not promise refunds or deadlines outside your authority.
How can you grow?
Specialise in technical support, complaints or call-quality coaching.
Frequently asked questions
How should I handle an angry customer?
Let them explain, summarise the facts and state the next step. Showing understanding is different from promising a particular outcome.