Dutch Speaking Teammate

As a Dutch-speaking Customer Support Teammate, you will be the face of our partnership, handling inquiries from our users regarding our services and products via various channels (Email, Chat, and Phone). Your primary goal is to resolve customer issues efficiently, accurately, and empathetically, thereby enhancing the overall Customer Experience (CX) and building brand loyalty.

Core Responsibilities

Customer Interaction: Professionally handle inbound and outbound communications in Dutch (and English as required) via phone, email, and live chat.

Issue Resolution: Identify, troubleshoot, and resolve customer complaints, including account, subscription management, and standard billing queries, on the spot.

Documentation: Maintain meticulous records of all interactions and transactions within our CRM system.

Escalation: Recognize and route complex or unresolved technical issues to the appropriate internal departments (CS2/Management).

Continuous Improvement: Identify latent customer needs and pain points and share these insights with product and service improvement teams.

Key Skills & Qualifications

Language Proficiency: Dutch: Near-native/Full professional proficiency (B2/C1 level). English: Professional working proficiency (B1 level).

Communication: Exceptional verbal and written communication skills with proper grammar and a professional phone manner.

Soft Skills: High levels of empathy, patience, and active listening to connect with customers in a high-pressure environment.

Analytical Mindset: Strong logical thinking, problem-solving skills, and the ability to analyze transaction details and customer behaviors.

Technical Literacy: Proficient in Windows OS/macOS and comfortable navigating Google applications and CRM tools.

Work Environment & Requirements

Performance Metrics: Success is measured by KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and quality audits.

Adaptability: Ability to multitask, stay organized, and demonstrate acute attention to detail in a fast-paced support environment.

Desired Candidate Profile

Language Proficiency: Dutch: Near-native/Full professional proficiency (B2/C1 level). English: Professional working proficiency (B1 level).

Communication: Exceptional verbal and written communication skills with proper grammar and a professional phone manner.

Soft Skills: High levels of empathy, patience, and active listening to connect with customers in a high-pressure environment.

Analytical Mindset: Strong logical thinking, problem-solving skills, and the ability to analyze transaction details and customer behaviors.

Technical Literacy: Proficient in Windows OS/macOS and comfortable navigating Google applications and CRM tools.

Performance Metrics: Success is measured by KPIs such as First Contact Resolution (FCR), Customer Satisfaction (CSAT) scores, and quality audits.

Adaptability: Ability to multitask, stay organized, and demonstrate acute attention to detail in a fast-paced support environment.