Dutch customer support specialist

Your job:

• Support Specialists provides support to customer’s online orders, throughout the whole journey (eg. delivery management, shipping investigations, returns, payment transactions, refunds, inbound/outbound calls and order information review, business related requests).

• The Specialist will be handling very sensitive customer and client information, having to follow the standard PCI and GDPR policies;

• You will be responsible for interacting with customers, Carriers/Couriers, financial institutions, other CSR’s, and other internal departments.

• There is a wide range of responsibilities focused on improving the overall customer experience and maintaining the highest customer service standards at all times.

• The Specialist will be required to quickly and effectively recognize and analyze complex problems and escalate to the dedicated team, if necessary, with the help of the Knowledge Base.

• All Specialists are expected to be team orientated, combining efforts in achieving the project’s goals.

• Flawless communication skills, proficient (both written and oral) in English (B2) and in Dutch (C1);
• Ability to work in a sensitive and classified information environment is an advantage;
• Ability to work quickly and efficiently under deadline pressure.
• Very good accuracy and attention to detail, understanding that small details can make the biggest
• difference.
•  Proven ability to work and make decisions with minimal supervision.
• Proactively utilize strong problem-solving skills to deliver customer-focused solutions.
• Working in a back-office environment with customer satisfaction in mind
•  Excellent written and verbal communication skills
• Interest in self and team KPIs – focusing on what can be done instead of what cannot be.
• Knowledge of SAP and Back-Office work is an advantage; otherwise, we can help with that.
• As this job is directly related to order volume, flexibility is required and will occasionally involve
• overtime work.
• Extraordinary teammate, thriving in an environment where camaraderie matters.

• Complete relocation package with flight reimbursment and airport pick-up,
• We take care of all the important formalities such as immigration registration, social security and tax number, and inform them how to open a Portuguese bank account,
• Annual flight home,
• Diverse facilities and initiatives to foster a safe and healthy work environment. On-site general clinic, online psychology appointments,
• Accomodation included for the whole time of the contract,
• Christmas, holiday and meal allowance + productivity bonuses