Dutch-Speaking SaaS First-Line Customer Care

efficy Group; Utrecht; Hybrid; EUR 28,000 - 38,000; Full time

Job summary

efficy Group is seeking a Customer Care Officer to own the first line of support for Tribe CRM customers in the Netherlands. You will handle inquiries by phone and ticket, resolve straightforward issues, and escalate where needed, reporting to the Head of Customer Care.

Based in Utrecht with a hybrid policy, you will come to the office three days a week and collaborate with an international team to continuously improve support content and processes.

Qualifications

• First hands-on experience in a customer-facing role, ideally in software or SaaS.
• Strong problem-solving and escalation judgment.
• Proficient with Microsoft Office and ticketing systems; experience with CRM or marketing tech is a plus.

Responsibilities

• First-line support: handle calls and tickets, resolve requests on time.
• Triage & escalation: route tickets to correct level and verify closure.
• Functional troubleshooting: analyze and resolve issues in Tribe CRM.
• Customer records: log concise notes and flag recurring trends.
• Knowledge base: write and maintain standard replies and guides.
• Product & market awareness: stay updated with new functionalities and industry developments.

Skills

Customer-facing

Microsoft Office

Ticketing systems

CRM knowledge

Marketing technology

Problem solving

Calm under pressure

Dutch proficiency

English proficiency

Job description

efficy Group is seeking a Customer Care Officer to own the first line of support for Tribe CRM customers in the Netherlands. You will handle inquiries by phone and ticket, resolve straightforward issues, and escalate where needed, reporting to the Head of Customer Care.

Based in Utrecht with a hybrid policy, you will come to the office three days a week and collaborate with an international team to continuously improve support content and processes.