Deliver high-quality customer support across multiple virtual channels, including email, live chat and voice, ensuring a consistent and positive customer experience.
Respond to customer enquiries accurately and efficiently, resolving issues at first point of contact wherever possible.
Manage inbound and outbound customer interactions in line with service level agreements (SLAs) and quality standards.
Provide clear, empathetic and professional communication, adapting tone and approach to suit different channels and customer needs.
Handle customer complaints and escalations calmly and effectively, following internal procedures and escalation guidelines.
Maintain accurate and up-to-date customer records using CRM and ticketing systems.
Support customers with account queries, orders, payments, technical issues or service-related questions.
Identify recurring issues and proactively share insights or improvement suggestions with team leaders and relevant stakeholders.
Adhere to data protection, security and confidentiality requirements at all times.
Meet individual and team performance targets, including productivity, quality and customer satisfaction metrics.
Stay up to date with product knowledge, process updates and system changes through ongoing training and coaching & quality

Be an expert speaker (C2) in the required languages (Dutch / English)
Have a proficient level of English (all training will be delivered in English as a common language)
At least 2 years of prior experience in a virtual customer service role
Experience working in a fast-paced, consumer-facing environment.
Confident using technology, including contact centre tools (Zendesk desirable) and MS Office / Google Workspace, etc.
Highly organised, proactive and solution-focused, with strong attention to detail.

Customer Service Agent – Dutch/English Speaking

Key skills