Customer Care B2B (Nederlandstalig)

Efficy Group; Utrecht; Hybride; EUR 32 000 - 42 000; Plein temps

Résumé du poste

Efficy Group is seeking a Customer Care Officer to own the first-line support for Netherlands-based Tribe CRM customers. You’ll handle questions via phone and ticket, resolve functional issues where possible, and decide what to escalate to other teams. You’ll contribute to knowledge base and product understanding.

This role emphasizes product knowledge, collaboration with Product and higher support levels, and regular learning across European markets. Hybrid Utrecht-office three days a week.

Qualifications

• First-hand experience in a customer-facing role, ideally in software or SaaS.
• Problem solver who digs into an issue before passing it on, and knows when to escalate.
• Proficient with Microsoft Office; familiarity with ticketing systems, CRM or marketing technology is a plus.
• Calm and structured under high volumes with multiple customers needing help at once.
• Native Dutch language skills; fully professional English level.
• Hybrid policy: you can come to the Utrecht office three days a week.

Responsabilités

• First-line support: act as the first point of contact for customers by phone and ticket, and resolve requests accurately and on time.
• Triage & escalation: identify, prioritize and route tickets to the right support level or team, then verify closure.
• Functional troubleshooting: analyze and resolve functional issues in Tribe CRM.
• Customer records: log clear, concise notes after every interaction and flag recurring trends.
• Knowledge base: write and maintain standard replies, troubleshooting guides and internal articles.
• Product & market awareness: keep up with new functionalities and industry developments.

Description du poste

Bouw met ons aan wat komt

efficy Group is het Europese thuis van Tribe CRM, efficy CRM en Apsis. Onze merken bouwen al jaren aan systemen die soeverein, compliant en inmiddels AI-native zijn, en genieten daarmee vertrouwen in heel Europa. Vandaag de dag brengen we dat verhaal samen onder één dak, als jouw Europese partner voor AI-powered CRM.

We helpen organisaties hun weg te vinden in het agentic tijdperk van customer intelligence: slimmere beslissingen automatiseren, sterkere relaties opbouwen en duurzaam groeien. Meer dan 330.000 gebruikers in 60+ landen vertrouwen op ons om slimmer te groeien, sneller te schakelen en duurzame zakelijke relaties op te bouwen.

Over de functie

We zoeken een Customer Care Officer die de eerstelijnssupport voor onze Tribe CRM-klanten in Nederland op zich neemt. Je behandelt inkomende vragen via telefoon, chat en ticket, lost functionele issues zelf op waar dat kan, en bepaalt wat je escaleert en naar wie.

In deze rol betaalt productkennis zich direct terug: hoe beter je Tribe CRM kent, hoe meer je zelf oplost, en hoe meer invloed je hebt op hoe onze supportcontent en processen zich ontwikkelen. Je rapporteert aan de Head of Customer Care.

Wat wij jou bieden

Volledige verantwoordelijkheid voor de eerstelijnssupport van de Nederlandse Tribe CRM-klanten

Word een echte productexpert, met een korte lijn naar Product en hogere supportniveaus

Europese blik: collega's in meerdere markten

People experience programma & continu leren

Jouw verantwoordelijkheden

• Eerstelijnssupport: je bent het eerste aanspreekpunt voor klanten via telefoon en ticket, en handelt verzoeken correct en op tijd af (je pakt met plezier de telefoon op voor een klant)

• Triage & escalatie: je herkent, prioriteert en routeert tickets naar het juiste supportniveau of team, en controleert of ze goed worden afgesloten

• Functionele troubleshooting: je analyseert en beantwoordt functionele vragen over Tribe CRM

• Klantregistratie: je legt na elk contact heldere, bondige notities vast en signaleert terugkerende trends

• Kennisbank: je schrijft en onderhoudt standaardantwoorden, troubleshooting guides en interne artikelen

• Product- en marktkennis: je houdt nieuwe functionaliteiten en ontwikkelingen in de markt bij

Wie je bent

• Ervaring: eerste praktijkervaring in een klantgerichte rol, bij voorkeur in software of SaaS

• Probleemoplosser: je duikt in een issue voordat je het doorgeeft, en weet wanneer je moet stoppen en escaleren

• Vaardigheden: vertrouwd met Microsoft Office; ticketsystemen, kennis van CRM of marketingtechnologie is een plus

• Rust: je blijft gestructureerd en kalm als de drukte toeneemt en meerdere klanten je tegelijk nodig hebben

• Taalvaardigheid: Nederlands op moedertaalniveau

• Taalvaardigheid: Engels op volledig professioneel niveau

• Hybride beleid: je komt minimaal drie dagen per week naar het kantoor in Utrecht

Build what's next with us

efficy Group is the European home for Tribe CRM, efficy CRM, and Apsis. For years, our brands have earned trust across European markets by building systems that are sovereign, compliant, and now AI-native. Today, we're bringing that story together under one roof, as your European partner for AI-powered CRM.

We help organisations navigate the agentic era of customer intelligence, automating smarter decisions, building stronger relationships, and growing sustainably over time. Over 330,000 users across 60+ countries rely on us to grow smarter, move faster, and build lasting business relationships.

Job Overview

We're looking for a Customer Care Officer to own the first line of support for our Tribe CRM customers in the Netherlands. You'll handle incoming questions by phone and ticket, resolve functional issues yourself where you can, and decide what gets escalated and to whom.

This is a role where product knowledge compounds: the better you know Tribe CRM, the more you solve on your own, and the more you influence how our support content and processes evolve. You'll report to the Head of Customer Care.

What's in it for you?

Full ownership of first-line support for the Dutch Tribe CRM customer base
Become a genuine product expert, with a direct line to Product and higher support levels
European exposure: colleagues across multiple markets
People experience programme & continuous learning

Key responsibilities

• First-line support: act as the first point of contact for customers by phone and ticket, and resolve requests accurately and on time (you're always happy to jump on a call with a customer)

• Triage & escalation: identify, prioritise and route tickets to the right support level or team, then verify closure

• Functional troubleshooting: analyse and resolve functional issues in Tribe CRM

• Customer records: log clear, concise notes after every interaction and flag recurring trends

• Knowledge base: write and maintain standard replies, troubleshooting guides and internal articles

• Product & market awareness: keep up with new functionalities and industry developments

Who you are

• Experience: first hands-on experience in a customer-facing role, ideally in software or SaaS

• Problem solver: you dig into an issue before passing it on, and you know when to stop and elevate

• Skills: comfortable with Microsoft Office; ticketing systems, knowledge of CRM or marketing technology is an advantage

• Composure: you stay structured and calm when volumes spike and several customers need you at once

• Language proficiency: native level of Dutch

• Language proficiency: full professional fluency in English

• Hybrid policy: you can come to the Utrecht office three days a week

efficy Group is a people-first employer, committed to providing equal opportunities for all candidates. We take pride in the diversity of our team and welcome you, exactly as you are. This includes your gender identity, sexual orientation, religion, ethnicity, age, or disability status.