Dutch SaaS Support Specialist – First Line

efficy CRM; Utrecht; Hybrid; EUR 30,000 - 42,000; Full time

Benefits offered by this job

Hybrid working policy

Job summary

efficy Group in Utrecht is seeking a Customer Care Officer L1 (Dutch speaker) to own first-line support for Tribe CRM customers in the Netherlands. You will handle inquiries by phone and ticket, perform functional troubleshooting, and escalate when needed.

You’ll report to the Head of Customer Care and become a product expert to improve support content. This hybrid role requires three days on-site in Utrecht, and a proactive, calm approach during busy periods.

Qualifications

• Experience: first hands-on experience in a customer-facing role, ideally in software or SaaS.
• Need to be comfortable with Microsoft Office and ticketing systems; CRM familiarity is a plus.
• Strong problem-solving ability and calmness under pressure.

Responsibilities

• First-line support: handle inquiries by phone and ticket, resolve requests accurately and on time.
• Triage & escalation: route tickets to the right level or team and verify closure.
• Functional troubleshooting: analyze and resolve issues in Tribe CRM.
• Customer records: log clear notes after interactions and flag recurring trends.
• Knowledge base: write and maintain replies, guides and internal articles.
• Product & market awareness: stay updated on new functionalities.

Skills

Customer-facing experience

CRM knowledge

Microsoft Office

Ticketing systems

Problem solving

Job description

efficy Group in Utrecht is seeking a Customer Care Officer L1 (Dutch speaker) to own first-line support for Tribe CRM customers in the Netherlands. You will handle inquiries by phone and ticket, perform functional troubleshooting, and escalate when needed.

You’ll report to the Head of Customer Care and become a product expert to improve support content. This hybrid role requires three days on-site in Utrecht, and a proactive, calm approach during busy periods.