Customer Success Associate

5 days ago

Gurugram Haryana, India Transcom Full time

**Job Title: Customer Success Associate (Dutch Language)**

**Location**:Gurgaon, India**

**Salary Budget**:₹10-12 LPA**

**Work Timings**: 24/7 Rotational Shifts (5 Days Working, 2 Weekly Offs)

**Experience**: Minimum **2+ years of technical experience** in **North American Customer Service** as an **Agent**

**Certification**:B2/C1 Dutch Language Certification - Mandatory**

**Job Summary**:
As a **Customer Success Associate (Dutch Language)** at **Siemens**, you will be responsible for providing exceptional customer support to North American and Dutch-speaking clients. You will handle technical queries, troubleshoot issues, and ensure customer satisfaction while maintaining high-quality service standards.

**Key Responsibilities:Customer Support & Service Excellence**:

- Provide **technical and non-technical** support to North American and Dutch-speaking customers.
- Maintain a high level of **professionalism and empathy** while interacting with customers.
- Ensure **first-call resolution (FCR)** and escalate complex cases to the appropriate teams when necessary.

**Technical Troubleshooting**:

- Diagnose and resolve **technical issues** related to Siemens products, services, or software.
- Guide customers through **troubleshooting steps** and assist with software installations or configurations.
- Document all customer interactions in the system for future reference.

**Process Compliance & Documentation**:

- Follow company **standard operating procedures (SOPs)** and guidelines for customer service.
- Ensure all customer issues and resolutions are **logged accurately** in the CRM system.
- Collaborate with internal teams to improve **customer experience and process efficiency**.

**Collaboration & Continuous Improvement**:

- Work closely with **cross-functional teams** to provide feedback on customer concerns.
- Identify areas for process improvement and contribute to **enhancing service quality**.
- Stay updated with the latest **product and service knowledge** to assist customers effectively.

**Required Skills & Qualifications**:

- **B2/C1 Certification in Dutch Language** (mandatory).
- **Minimum 2+ years of experience** in **North American customer service (technical support preferred)**.
- Experience working as a **customer service agent** handling **technical queries**.
- Strong verbal and written communication skills in **Dutch & English**.
- Proficiency in **CRM tools and ticketing systems**.
- Ability to work in **rotational shifts (24/7 support environment)**.
- Excellent **problem-solving and analytical skills**.
- Ability to handle **high-pressure situations** and multitask efficiently.

**Preferred Qualifications (Good to Have)**:

- Previous experience working in a **global MNC / BPO / IT support** environment.
- Exposure to **Siemens products/services**.
- Familiarity with **ITIL frameworks** and **technical support best practices**.

**Benefits**:

- Competitive salary package (**₹10-12 LPA**).
- **5-day work week with 2 weekly offs**.
- Opportunity to work with a **global leader in technology and automation**.
- Growth and career advancement opportunities within **Siemens**.
- Exposure to an **international work environment**.

Pay: ₹1,000,000.00 - ₹1,200,000.00 per year

Schedule:

- Rotational shift

Application Question(s):

- Do you have certificate in Dutch B2 (or) C1?
- Are you comfortable with Rotational shift?
- Are you ok with Gurgaon location?

**Experience**:

- Customer Success Associate: 2 years (required)

Work Location: In person

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