Job Description
Motorsport Events: Customer Service Executive (Dutch + English Speaking)
Reports to Head of Customer Service
Department Customer Service
Purpose of the Role
Our friendly and supportive team are looking for someone with exceptional customer service skills in both Dutch and English. You will be the first line of contact for all inbound customer contact; converting sales, providing exceptional customer service and handling customer feedback and queries. Additionally, this role is responsible for the translation of written content from English to Dutch.
Our UK office is a warm and fun environment, where you will be surrounded by colleagues who are enthusiastic and passionate about the work they do.
Background
Motorsport Events is passionate about curating and delivering unique experiences to the world's premier motorsport events.
Our collective set of brands deliver an unrivalled customer offering. We are committed to expanding the reach of the intoxicating world of live motorsport. Empowering our customers with rich informative content that wraps around the products we offer so everyone can make an informed decision, of where best to go, what to see and what to do.
Motorsport Events, part of Driven Lifestyle the digital market leader in motorsport and automotive and representing the largest audience of motorsport and auto-enthusiasts in the world, sells for over 120 events, has delivered 800,000 experiences to customers across more than 100 countries.
Principal Accountabilities:
- Converting sales from inbound telephone calls, emails and any other client contact
Supporting customer enquiries and bookings in both Dutch and English
Researching and responding to email enquiries
Handling telephone enquiries and bookings
Supporting customers through live chat
Responding to private messages and comments on social media
Translating website content, customer communications, and other relevant texts from English to Dutch
Assist in outbound sales campaigns as directed
Upsell any assigned items
Proactively take payments from customers not paying directly
Helping to fulfil and dispatch customer ticket bookings
Any other adhoc tasks as relevant to the company
Listen to customer requirements and recommend products or solutions to help them achieve their desired experience
Accurately log and managing customer bookings with 3rd party suppliers to ensure all aspects have been booked/held/confirmed
Liaise with travel component suppliers and providers to ensure bookings are booked and fulfilled
Ensure customer has received all travel related documents and confirmations and assist with fulfilment/distribution of these documents as required
Attend headline events and assist with setup, breakdown and operation
For most events be on-site to ensure the clientâs satisfaction with the product and provide feedback resolution
Attend trade shows, familiarisation trips and supplier visits as directed
Skills, Knowledge and Attributes Required:
- A positive, enthusiastic, and motivated individual that always looks to deliver beyond expectations
A genuine desire and enjoyment in helping customers and championing our service and values
Native level in Dutch and fluent in English
Excellent oral/telephone communication skills - able to communicate in a polite, patient, friendly, and professional manner
Excellent written/email communication skills - able to communicate and write content in a clear, well-written, friendly, and professional style.
A high level of accuracy with impeccable attention to detail
Well-organ
Job Description
Motorsport Events: Customer Service Executive (Dutch + English Speaking)
Reports to Head of Customer Service
Department Customer Service
Purpose of the Role
Our friendly and supportive team are looking for someone with exceptional customer service skills in both Dutch and English. You will be the first line of contact for all inbound customer contact; converting sales, providing exceptional customer service and handling customer feedback and queries. Additionally, this role is responsible for the translation of written content from English to Dutch.
Our UK office is a warm and fun environment, where you will be surrounded by colleagues who are enthusiastic and passionate about the work they do.
Background
Motorsport Events is passionate about curating and delivering unique experiences to the world's premier motorsport events.
Our collective set of brands deliver an unrivalled customer offering. We are committed to expanding the reach of the intoxicating world of live motorsport. Empowering our customers with rich informative content that wraps around the products we offer so everyone can make an informed decision, of where best to go, what to see and what to do.
Motorsport Events, part of Driven Lifestyle the digital market leader in motorsport and automotive and representing the largest audience of motorsport and auto-enthusiasts in the world, sells for over 120 events, has delivered 800,000 experiences to customers across more than 100 countries.
Principal Accountabilities:
- Converting sales from inbound telephone calls, emails and any other client contact
Supporting customer enquiries and bookings in both Dutch and English
Researching and responding to email enquiries
Handling telephone enquiries and bookings
Supporting customers through live chat
Responding to private messages and comments on social media
Translating website content, customer communications, and other relevant texts from English to Dutch
Assist in outbound sales campaigns as directed
Upsell any assigned items
Proactively take payments from customers not paying directly
Helping to fulfil and dispatch customer ticket bookings
Any other adhoc tasks as relevant to the company
Listen to customer requirements and recommend products or solutions to help them achieve their desired experience
Accurately log and managing customer bookings with 3rd party suppliers to ensure all aspects have been booked/held/confirmed
Liaise with travel component suppliers and providers to ensure bookings are booked and fulfilled
Ensure customer has received all travel related documents and confirmations and assist with fulfilment/distribution of these documents as required
Attend headline events and assist with setup, breakdown and operation
For most events be on-site to ensure the clientâs satisfaction with the product and provide feedback resolution
Attend trade shows, familiarisation trips and supplier visits as directed
Skills, Knowledge and Attributes Required:
- A positive, enthusiastic, and motivated individual that always looks to deliver beyond expectations
A genuine desire and enjoyment in helping customers and championing our service and values
Native level in Dutch and fluent in English
Excellent oral/telephone communication skills - able to communicate in a polite, patient, friendly, and professional manner
Excellent written/email communication skills - able to communicate and write content in a clear, well-written, friendly, and professional style.
A high level of accuracy with impeccable attention to detail
Well-organised and able to effectively manage multiple tasks
Able to undertake ad hoc tasks and work independently
A willingness to learn company products, systems and procedures
Experience in sales would be preferrable.
How will Success in This Role Be Measured?
- You will be measured against CSAT scores and customer feedback (always above 90%)
Your ability to go above and beyond for our customers (positive mentions throughout social media and Trustpilot â aiming for one a month)
Your teamwork skills to ensure the average response time is as low as possible â always below 48 hours
Alongside your team members, hitting sales targets set by your line manager defined as revenue and deposit payment conversion.
ised and able to effectively manage multiple tasks
Able to undertake ad hoc tasks and work independently
A willingness to learn company products, systems and procedures
Experience in sales would be preferrable.
How will Success in This Role Be Measured?
- You will be measured against CSAT scores and customer feedback (always above 90%)
Your ability to go above and beyond for our customers (positive mentions throughout social media and Trustpilot â aiming for one a month)
Your teamwork skills to ensure the average response time is as low as possible â always below 48 hours
Alongside your team members, hitting sales targets set by your line manager defined as revenue and deposit payment conversion.