Job Description

Job family : Client Services, ESES Euroclear Nederland

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.

General Description :

• Receives and processes highly complex customer orders, inquiries, and/or complaints covering items or products ordered.
• Proactively maintains an ongoing relationship with key customers and sales staff; *developing market/ client intimacy.
• May handle multiple product markets.
• Typically requires experience with, and demonstration of high level product and process knowledge.

Role :

• Records and processes highly complex orders and/or inquiries received by mail, telephone, and/or through personal customer contact.
• Provides pricing, availability, and schedule information within established guidelines.
• Suggests additional and/or alternative products or services to meet customer needs.
• Checks and approves credit within established limitations, and confirms orders.
• Tracks order activity, and alerts appropriate staff of any potential delivery problems.
• Researches and obtains resolution of a variety of highly complex customer complaints and issues; *handles escalations.
• Serves as communication link between customers and sales staff to assure responsiveness.
• Expedites the delivery of selected orders.
• *Participates to service improvements / query avoidance initiatives
• Provides guidance and assistance to new or less experienced staff.
• May conduct training for entry-level representatives.
• *May conduct trainings for other internal people
• Interacts with sales staff on a regular, defined basis; communicates with supply chain/logistics staff as needed.

Euroclear specificities :

• Has a broad knowledge in one or several business domains.
• Can manage, in one business domain, the day to day operational relation with key clients including the discussion of KPI's or client wishes, leading client calls or visits, trainings ...
• Able to manage situations outside standard processes like escalations, contingency, complex investigations ....