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!

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
• 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!
• Proficient in English & German, other European languages like French, Italian or Dutch will be valued.
• 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!

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

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