Ecolab is the global leader in premium cleaning, disinfection and maintenance products as well as services for the hospitality & foodservice markets, and we are looking for you!
About the challenge:
We are building a brand new team with the aim of delivering a brand new five star Ecolab Service Experience! Since this team did not exist before, we need to build processes, onboarding plans, test applications, build relationships, develop best practices and more. Are you the experienced, level-headed Service professional looking to make a difference? Come and help us build our team!
Your mission:
In your official role as Virtual Assist Support Technician, you will be part of the core group that will form the Virtual Assist Support Team. In this role you will help lay the foundations of our future success.
Our goal is to empower our staff in the field. Their services are in high demand! Our new team will act as a first line of defence, helping our customers by troubleshooting common technical issues with the aim of helping our field staff be more efficient in their service to our customers. When the issue cannot be solved, you ensure that field staff are provided with all the relevant details so that any visit will result in a First Time Fix. Throughout the process, you act as an effective partner to the field staff in your assigned region.
Your responsibilities:
Your responsibilities as part of the core team are twofold:
Service delivery:
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.
Help build the team:
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
Who are you?
Assisting in building a team from scratch takes a special kind of person. This is why we are not simply looking for just another Customer Service Representative. We would like you to bring :
The right mindset & attitude! We can teach you a system but not an attitude
A high level of proficiency in the English & Dutch languages. These are the languages of our pilot regions
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!
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!
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
What we offer:
We offer a truly unprecedented opportunity: the possibility to join a team with the freedom and responsibility of a start-up, but with all the backing of a Fortune 500 company. If we hire you as part of the core team, you may find yourself presented with new development opportunities as we plan to expand the team next year. Depending on your performance and aptitude, you may develop into a Team Lead, become the department’s assigned Trainer or Systems Admin. However, since you will join the team at this early stage it is your own performance that will help determine how quickly these opportunities may materialise!
Additionally, we also offer:
Access to top class resources, tools, and technology
Extensive opportunities for personal development and training
A high degree of independence in getting the job done
A truly great collaborative and international company culture where you will find colleagues at all layers willing to assist you in your journey towards success!
Interested?
If you are interested but have questions about the role, please feel free to reach out to Eric van den Broek; the manager of our new team. You can send him an email eric.vandenbroek@ecolab.com We look forward to hearing from you!
