Key Skills

Job Description

Customer Care Assistant NL We are currently looking for a Customer Care Assistant Netherlands to join and strengthen our Netherlands team. TCL Netherlands are selling a wide range of products such as TV, Commercial Displays, Air Condition and Mobile products. It is a broad role requiring both Administrative and Technical capabilities. Reporting Reports to Customer Care Manager BNL and Senior Customer Care Manager Europe. Location Beursplein 37, 5th Floor, 3011AA, Rotterdam Contract Type Permanent employment with 6 month probationary period. Core working tasks You will be a part of the TCL Netherlands organization and European After Sales team reporting to the BNL Customer Care Manager. You will contribute to best in class service in BNL and secure that set goals are met (including, but not limited to, Repair TAT, Repair Quality and NPS improvement). Distributor and Dealer After-Sales Conditions management • Ensure that all Distributors and Dealers in the Territory have the latest Service procedures and are well aware about all details. • Answers customers’ questions, resolves problems, and maintains customer satisfaction by providing problem-solving resources. Repair Center (ASP) management • Manage aspects related to repair/service centers in the territory, included, but not limited to, daily operations, coaching on procedures, support, regular phone and face-to-face meeting, repairs validation, payment follow-up. • Administrative reporting to check each repair till its validation. Daily Operations • Manage and Monitor daily issues. Coordinate with all concerned stakeholders to fix anomalies, search for solutions and long term fix. • Maximizes customer operational performance by supervising system and monitor all the resources: Pending cases from ASP, Call Center performance, etc. Education & Experience • BS/BA degree or equivalent. • Fluent in Dutch and English is mandatory. • 3 years work experience. • Experienced in Customer Service (preferably consumer electronics industry). • Knowledge of the BNL Service market • Technical Knowledge and experience from After Sales Key Competencies: • Strategic, analytical approach toward navigating changing business conditions, problem-solving and making decisions which are both cost-driven and consumer-driven decisions. • Flexible, adaptable team player with strong interpersonal skills. • Capable to work independently. • Organized, detail-oriented with excellent follow-through and follow-up abilities. • Good knowledge of internal systems (CRM) and working with data analysis as well as in Excel. • Effective oral & written communication. I.Transfer of Data – Recruitment Privacy Notice As part of our recruitment process, certain personal data that you submit through LinkedIn or directly to our company may be transferred to and processed by our group entity located in the People’s Republic of China. This transfer is carried out for the purposes of managing your application, assessing your suitability for the position, and ensuring coordinated recruitment operations within the TCL Group. The categories of data concerned may include identification data, professional information, communication records, and any documents you choose to transmit (e.g., résumé, certificates, cover letters). By applying to this role, you acknowledge that you have been informed of this transfer. To ensure an adequate level of protection, this transfer is secured through the EU Standard Contractual Clauses (SCC) and additional safeguards with respect to the protection of privacy and fundamental rights of individuals under the GDPR. If you have any questions about how your data is processed or wish to exercise your rights, please contact us at: [email protected] II.Scope of application Countries where TCL operates and where the Recruitment Privacy Notice must be displayed : Germany Austria Belgium Spain Sweden France Hungary United-Kingdom Italy Poland Netherlands Portugal Czech Republic Romania

Core Responsibilities

Manage after-sales service conditions for distributors and dealers, and oversee repair centers, including daily operations, procedural support, repair validation, and payment follow-up. Monitor operational issues and service performance, coordinate stakeholders to resolve problems, and contribute to improvements in repair turnaround time, repair quality, and customer satisfaction.

Requirements

Requires a bachelor’s degree or equivalent, fluency in Dutch and English, and three years of work experience, preferably in customer service within consumer electronics. Candidates should have knowledge of the BNL service market and after-sales technical operations, along with CRM and Excel skills, analytical problem-solving, strong communication, and the ability to work independently and collaboratively.