Customer Service Advisor (B2/C1 Dutch) - relocation to Riga, Latvia

TSMG Holding; Brussel; Sur place; EUR 28 000 - 38 000; Plein temps

Résumé du poste

TSMG Holding is seeking a Customer Service Representative fluent in Dutch to service clients in Belgium. You will handle inquiries via phone, email, and chat, log resolutions, and ensure issues are closed within the lifecycle while meeting KPI targets.

The role encourages teamwork, effective communication with internal and external stakeholders, and a commitment to customer satisfaction. Training and ad hoc tasks to improve service standards are part of the job.

Qualifications

• Dutch proficiency at CEFR C1 level or native.
• English written and spoken at least B1+.
• Experience in outsourced customer service is advantageous.

Responsabilités

• Handle customer queries via phone, email, and chat and provide resolutions.
• Record case resolutions in the contact center tool.
• Ensure cases are resolved within the case life cycle.
• Escalate priority issues per client specifications.
• Work independently and within a team.
• Communicate with internal and external contacts.
• Provide exemplary customer satisfaction and meet quality standards.
• Meet project KPIs: response time, handle time and resolution rate.
• Attend trainings and perform ad hoc tasks to improve KPI.
• Rostered hours and attendance.

Connaissances

Dutch language CEFR C1

English B1+

Customer service experience

Teamwork

Shift work ability

Typing 50 wpm

Age 18+

Description du poste

We are seeking a dedicated and customer-focused professional to join our client's team as a Customer Service Representative with the Dutch language.

In this role, you will handle customer queries via phone, email, and chat, providing timely and effective resolutions. You will be responsible for recording case resolutions, ensuring cases are resolved within the case lifecycle, and escalating priority issues as needed.

The ideal candidate will excel in both independent and team settings, communicate effectively with internal and external contacts, and strive to meet quality and performance standards.

Your commitment to exemplary customer satisfaction and adherence to project Key Result Areas (KRAs) will be key to your success in this position. Additional responsibilities include participating in ongoing training and performing ad hoc tasks to enhance client service and KPI improvements.

Educational / Professional Qualifications

• Near native (interpreted as CEFR level C1) or native Dutch language and at least intermediate English skills (B1+) in writing and speaking to understand documentation and log accurately in the client systems
• Previous experience in an outsourced customer service environment is of advantage

Work Experience / Responsibilities

• Handle phone calls with customer queries and provide resolution to end users
• Record case resolutions in the contact center tool based on client communication via phone, email, chat etc.
• Ensure that cases are resolved within case life cycle, as per individual balanced scorecard
• Escalate priority issues per client specifications to the immediate lead as applicable
• Work independently and within a team
• Communicate well with internal and external contacts
• Provide exemplary customer satisfaction
• Meet quality standards on all handled contacts
• Complete hours of staffed time on all rostered days
• Handle contacts while maintaining the targets defined for the project: response time, handle time and resolution rate aligned with Project KRAs
• Any additional ad hoc tasks that may contribute to a better service to the client or improvement to the KPI
• Attend trainings as required

Preferred Competencies

• Possesses an advanced understanding of using computers and is effectively able to multi-task across systems and applications
• Optimistic, friendly, positive, and self-motivated personality
• Ability to work in team
• Service oriented profile and with a focus on problem solving
• Ability to work shift hours/ part time (to the extent legally possible), adapting fast on change of prioritization
• For agents handling written customer contact: Excellent written communication skills in the relevant market language and a typing speed of minimum 50 words per minute
• Minimum age of 18 years old

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.