Egbert Lukas Johannes Sijnstra

OTC market Belgium

Mass market Belgium & Netherlands

Order management in SAP.

Daily order checks / Re-scheduling / Reporting daily sales

Maintaining customer data in MDG

Claim management (CRM)

• Identified potential risks and mitigated them through proactive measures.
• Delegated tasks appropriately, achieved balanced workload among team members.
• Assisted in the recruitment process for hiring quality staff members.
• Led team meetings, ensured clear communication amongst all members.
• Resolved customer complaints promptly, resulted in increased customer satisfaction rates.
• Encouraged open dialogue amongst team members, promoted an inclusive work environment.
• Trained new hires in SAP/CRM/ DSIand set up mentoring relationships to drive team performance.

• Streamlined processes for quicker response times.
• Devised innovative solutions with critical thinking skills.
• Liaised between customers and management for effective resolution of issues.
• Implemented new procedures, improving the consistency of service delivery.
• Escalated major concerns efficiently, ensuring swift resolution.
• Responded effectively to customer feedback, enhancing company reputation.
• Handled complex complaints, resulting in improved customer retention rate.
• Optimised customer experience by ensuring accurate, up-to-date product knowledge.
• Maintained strong brand image by drafting customer correspondence, ensuring outstanding levels of comprehension, grammar and spelling.
• Provided exceptional coaching and performance support, helping employees to achieve and exceed daily KPIs
• Assisted customers with varying questions using product knowledge and service expertise.
• Managed high-volume customer queries simultaneously through effective multitasking.
• Provided warm, positive customer care from arrival to departure, encouraging return visits and repeat spending.