**What's The Role** The **Care & Loyalty Agent** is responsible for fostering excellent customer relations, resolving complaints, and supporting customer retention and collections initiatives in the Dutch Caribbean B2C and B2B markets. This role involves addressing customer inquiries through both voice and non-voice channels, handling complaints efficiently, and ensuring a high level of satisfaction with company services. The agent acts as a key point of contact for customers, providing information, troubleshooting issues, and working collaboratively with other departments to resolve problems and maintain positive customer relationships across inbound and outbound interactions. The **Care & Loyalty Agent** is a Global Grade 6 and is only open to local candidates. **What You'll Do** **Customer** **Care:** + Promote excellent customer relations through voice and non-voice channels, addressing inquiries, requests, or complaints related to commercial processes, billing, and collections. + Educate customers about company services, coverage areas, costs, and feature packages in Papiamento, Dutch, English, and Spanish, and guide them on using self-service options. + Resolve complaints and service problems by clarifying concerns, determining causes, and providing appropriate solutions to ensure satisfaction. + Proactively engage B2B and B2C customers with upcoming contract expirations to upsell, cross-sell, or offer comprehensive solutions, including managing general care needs like retention and collections. + Follow up with customers requesting disconnection to explore retention opportunities and assess contract continuation. + Handle billing complaints, service termination issues, and collections through inbound and outbound communications. + Manage processes for adjustments, disputes, extensions, plan changes, and collections, striving to resolve issues in the first call. **Operational Duties:** + Ensure an up-to-date CRM system and provide advice on significant developments to the Supervisor Customer Support. + Execute activities in line with department plans, procedures, and guidelines. + Monitor and analyze incoming complaints, report on work progress, and maintain records of customer acquisition, retention, and collections. + Route trouble tickets to the appropriate workflow for testing and dispatch and gather necessary information from other departments to propose solutions. + Assist co-workers with customer or operations issues by discussing and developing possible solutions, including collections. + Perform all other duties requested as deemed relevant or necessary to the job or in achieving the organization’s objectives. **Relationship Network:** + Maintain contact with external customers to provide information about products, close sales orders, and manage collections. + Maintain contact with business customers and other departments to ensure adequate handling of complaints, solutions, and collections processes **What You'll Need** **1. Education / Experience:** + MBO degree level 4, preferably in a commercial field. + Minimum of 1 year of experience in a customer-facing role, with experience handling both voice and non-voice interactions preferred. + Experience in collections and/or customer retention is an advantage. **2. Knowledge/Skills:** + Excellent customer service skills with the ability to manage interactions across voice and non-voice channels. + Proficient in written and verbal communication in Papiamento, Dutch, English, and Spanish. + Strong problem-solving and troubleshooting skills. + Proficiency in relevant computer applications and CRM systems. + Understanding of company processes, procedures, and billing systems. + General knowledge of telecom products, services, and industry concepts. **3. Abilities:** + Handle high-level interactions with B2B and B2C customers in multiple languages. + Prioritize tasks and manage time efficiently to complete processes. + Make sound decisions with minimal guidance. + Adapt to handling both inbound and outbound communications across different channels. **4. Competencies:** + Strong service orientation with effective listening skills. + Excellent communication in multiple languages. + Problem-solving and decision-making focused on customer needs. + Strategic thinking and performance monitoring. + Results-driven with flexibility and adaptability. + High resilience under stress. + Commitment to process improvement and innovation. + Attention to detail and business focus. **5. Additional Attributes:** + Strong conflict resolution and negotiation skills. + Proactive with a sense of urgency in managing customer requests. + Computer literate with the ability to learn new systems quickly. + Independent worker with effective multitasking abilities. + Adaptability to new challenges and changing customer demands. **In this role, the candidate must be willing to work in shifts scheduled from Monday to Sunday. Shift schedules are subject to change at the discretion of management.** **What You'll Need** **1. Education / Experience:** + MBO degree level 4, preferably in a commercial field. + Minimum of 1 year of experience in a customer-facing role, with experience handling both voice and non-voice interactions preferred. + Experience in collections and/or customer retention is an advantage. **2. Knowledge/Skills:** + Excellent customer service skills with the ability to manage interactions across voice and non-voice channels. + Proficient in written and verbal communication in Papiamento, Dutch, English, and Spanish. + Strong problem-solving and troubleshooting skills. + Proficiency in relevant computer applications and CRM systems. + Understanding of company processes, procedures, and billing systems. + General knowledge of telecom products, services, and industry concepts. **3. Abilities:** + Handle high-level interactions with B2B and B2C customers in multiple languages. + Prioritize tasks and manage time efficiently to complete processes. + Make sound decisions with minimal guidance. + Adapt to handling both inbound and outbound communications across different channels. **4. Competencies:** + Strong service orientation with effective listening skills. + Excellent communication in multiple languages. + Problem-solving and decision-making focused on customer needs. + Strategic thinking and performance monitoring. + Results-driven with flexibility and adaptability. + High resilience under stress. + Commitment to process improvement and innovation. + Attention to detail and business focus. **5. Additional Attributes:** + Strong conflict resolution and negotiation skills. + Proactive with a sense of urgency in managing customer requests. + Computer literate with the ability to learn new systems quickly. + Independent worker with effective multitasking abilities. + Adaptability to new challenges and changing customer demands. **In this role, the candidate must be willing to work in shifts scheduled from Monday to Sunday. Shift schedules are subject to change at the discretion of management.** **What You'll Do** **Customer** **Care:** + Promote excellent customer relations through voice and non-voice channels, addressing inquiries, requests, or complaints related to commercial processes, billing, and collections. + Educate customers about company services, coverage areas, costs, and feature packages in Papiamento, Dutch, English, and Spanish, and guide them on using self-service options. + Resolve complaints and service problems by clarifying concerns, determining causes, and providing appropriate solutions to ensure satisfaction. + Proactively engage B2B and B2C customers with upcoming contract expirations to upsell, cross-sell, or offer comprehensive solutions, including managing general care needs like retention and collections. + Follow up with customers requesting disconnection to explore retention opportunities and assess contract continuation. + Handle billing complaints, service termination issues, and collections through inbound and outbound communications. + Manage processes for adjustments, disputes, extensions, plan changes, and collections, striving to resolve issues in the first call. **Operational Duties:** + Ensure an up-to-date CRM system and provide advice on significant developments to the Supervisor Customer Support. + Execute activities in line with department plans, procedures, and guidelines. + Monitor and analyze incoming complaints, report on work progress, and maintain records of customer acquisition, retention, and collections. + Route trouble tickets to the appropriate workflow for testing and dispatch and gather necessary information from other departments to propose solutions. + Assist co-workers with customer or operations issues by discussing and developing possible solutions, including collections. + Perform all other duties requested as deemed relevant or necessary to the job or in achieving the organization’s objectives. **Relationship Network:** + Maintain contact with external customers to provide information about products, close sales orders, and manage collections. + Maintain contact with business customers and other departments to ensure adequate handling of complaints, solutions, and collections processes