About the Role
The position involves delivering high-quality support to customers by addressing inquiries, resolving issues, and ensuring a positive experience through effective communication and service protocols.
Responsibilities
- Respond to customer inquiries via phone, email, and chat
- Troubleshoot and resolve client issues efficiently
- Maintain accurate records of customer interactions
- Escalate complex problems to appropriate departments
- Follow up on unresolved cases to ensure resolution
- Provide clear explanations of products and services
- Assist customers with account management tasks
- Adhere to service level agreements and response times
- Report recurring issues to improve service quality
- Use internal systems to track support tickets
- Guide users through troubleshooting steps
- Maintain up-to-date knowledge of company offerings
- Identify customer needs and suggest appropriate solutions
- Ensure compliance with data protection policies
- Participate in team meetings and training sessions
- Contribute to documentation for customer support processes
- Monitor customer satisfaction and seek feedback
- Handle complaints with professionalism and empathy
- Support multilingual clients where required
- Work according to scheduled shifts including weekends
Nice to Have
- Previous experience in technical support
- Familiarity with the Benelux customer base
- Higher education in business or communications
- Experience with Zendesk or similar platforms
- Knowledge of data privacy regulations
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid remote and office setup
Team
Collaborative team environment with cross-functional support
Language Requirements
- Native or near-native proficiency in Dutch or Flemish is required
- Professional working command of English is essential
Work Schedule
- Full-time position with rotating shifts
- Availability during weekends and holidays may be required
Training Period
- Initial onboarding includes product and system training
- Supervised probation period to ensure readiness
Performance Metrics
Measured by response time, resolution rate, and customer feedback
Career Development
Opportunities for advancement within the support department
Not available
