2nd Line Customer Service Representative

Role Description:

• As a customer support representative, you are the first point of contact for customer questions and wishes.
• It is your responsibility that the customer feels helped. You do this by answering the question as completely and quickly as possible.
• The team consists of 1st and 2nd line colleagues who help our customers with simple and complex questions.
• These questions are specifically about the comapnys web application or the software's app.
• By answering these questions quickly and accurately, the team ensures optimal customer satisfaction.

Responsibilities:

• You will monitor the lead times of the incoming questions and ensure correct handling. 
• You answer the questions primarily via chat or e-mail.
• You will also regularly have telephone conversations and watch online with our customers. Of course you don't do this alone.
• You will help our customers with simple and complex questions, based on the software
• You have a customer-oriented and proactive attitude and like to think about how we can continue to improve our service.

Requirements:

• At least 3 years of work experience in a customer-oriented position, preferably in software/SaaS.
• Good written and verbal communication skills.
• A team player.
• Communication with customers is mainly in Dutch and with your international colleagues in English. 
• You therefore have a perfect command of Dutch and a good command of the English language.