Customer & Field Support Superhero

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

The Virtual Assist Support Team is a recently formed team with the aim of delivering a brand new five star Ecolab Service Experience! Since this is still a new team, we need continuously finetune 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 become part of the multinational 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. As part of our continuous improvement plans, we will be piloting a new concept, whereby you do not wait for customers to call you. Instead, you call them. As a representative of Ecolab, you will work together with our colleagues in the field, making sure our customers’ needs are met and feel taken care of.

Your responsibilities

• Help develop our new Service concept
  This is your primary responsibility. You reach out to existing customers by means of a courtesy call. Through this, you help build and strengthen existing relationships and map out any needs and wants. The outcome of this activity may be different each time and you coordinate with your team as well as other functions to ensure the customer’s needs are met. Additionally, you look out for buying or churn signals and brief the Field team so that they can step in and take appropriate action. There is no cold calling involved.
• Service delivery
  Time allowing, you will also support your fellow team members on inbound traffic. 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.

What we offer

You have 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 you help make our service concept a success, you may find yourself presented with new unprecedented development opportunities as we expand the team in due time. Additionally, you will join a fun multinational team in Leiden. A team with excellent team spirit, who will help, train and cheer you on as you help make our new concept a success.

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!

Qualifications

Becoming part of a new concept takes a special talent. Despite what you may expect: previous experience in Customer Service not required.
However, we would like you to bring the following:

• You speak fluent English, German and one other language. Experience with Swiss German is a definite advantage!
• Frontline experience in the hospitality industry. If you have previously worked in e.g. hotel kitchens, front desk or facility care, you will understand customer needs from your own experience.
• 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 concept development!
• The ability to deal well with ambiguity
• A healthy amount of self-reflective ability
• Cultural awareness
• The confidence to step up and own your mistakes
• A great sense of humor
• 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