KLM Customer Service Agent Sales & Services Dutch & English

Cygnific B.V; Amsterdam; Hybrid; EUR 27,000 - 32,000; Full time

Benefits offered by this job

25 vacation days

Hybrid work

Travel allowance

NS Business Card

Home office allowance

Pension plan

Flight ticket discounts

Job summary

Cygnific, a KLM subsidiary, is recruiting a customer service representative to support passengers by phone with bookings, questions, and special requests. You will start with an 8-week paid training period at the office, full-time, and then join cross-trained teams across products.

We offer a 7-month contract with the prospect of long-term collaboration, hybrid work two days from home, and extensive benefits including vacation days, travel allowances, a pension plan, and flight ticket discounts.

Qualifications

• HAVO or MBO 4 diploma required.
• Experience in call center or customer service preferred.
• Fluent Dutch and English required.
• Understanding of how complex computer systems work.
• Affinity with KLM, teamwork, and an international outlook.
• Willing to work irregular shifts and weekends.

Responsibilities

• Assist passengers on the phone with bookings, flights, luggage, upgrades, and the Flying Blue loyalty program.
• Find quick and suitable solutions and, when possible, exceed passengers' expectations.
• Complete a paid 8-week onboarding training at the office and learn reservation/CRM systems.
• Be deployed across products via cross-training after onboarding.
• Collaborate with colleagues for questions and help after onboarding.

Skills

Dutch language

English language

Education

HAVO or MBO 4 diploma

Tools

CRM systems

Job description

What do you think of when you think of ‘customer service’? Hanging on the phone for minutes waiting for help, while being forced to listen to music? Then you’ve never spoken to our customer service heroes! They can’t wait to help passengers with questions about their trip with KLM. Are you also full of energy, wanderlust and customer friendliness? Become a travel troubleshooter at Cygnific!

Ready for take-off?

As a customer service representative, you are the ears and voice of KLM. You assist passengers on the phone with their questions about bookings, flights, luggage, upgrades, our Flying Blue loyalty program or special requests (“How many bowling balls can I check in?” -> True story!). Finding a quick and suitable solution for every problem is your game. And if possible, you take that extra step to exceed passengers’ expectations.

Your onboarding

To prepare yourself for your new job, you start with a paid training of 8 weeks at the office. Here you will learn everything about our reservation and CRM (customer relationship management) systems. During this training period you must be available full-time (40 hours per week). After your training you can always contact your colleagues for questions or help; our troubleshooters are also ready to help you!

Even after onboarding, we continue to work on your development. In the beginning you will be trained as an agent for one of our departments. You will then broaden your knowledge and be deployed for different products through cross-training.

Our offer:

• A salary of € 2646,75 gross per month based on: 40 hours per week.
• A seven-month contract with the prospect of a long-term collaboration.
• 25 vacation days based on a full-time employment contract.
• Irregularity allowances.
• Hybrid working: the ability to work from home at least two days a week.
• A travel allowance of €0.19 per km. (max. 50 km one way) or full reimbursement of public transport costs with an NS Business Card (for commuting and business trips). Private travel with the Business Card is permitted, but the costs are automatically deducted from your salary.
• Awork from homeallowance of €2.40 per day.
• A holiday allowance, a festive end-of-year bonus, a good pension plan and a discount on KLM flight tickets through a so-called IPB (if place available) scheme, after one year of employment.
• Working from abroad (Max. 3 times a year for 4 weeks, completion of your training/trial period). Please note: specific rules apply.
• Additional training and the opportunity to develop further.
• A pleasant and inspiring (newly renovated!) workplace at the Westerpark in Amsterdam!

Requirements

• You have at least a HAVO or MBO 4 diploma.
• Preferably you have experience working in a call center or customer service.
• Dutch and English come fluently from your mouth and keyboard (must).
• You understand how (complex and technical) computer systems work.
• You have an affinity with KLM, a talent for teamwork and an international outlook.
• You are willing to work irregular shifts and sometimes work on weekends. Our opening times: Mon-Sun 7AM – 10PM. Most shifts you are needed on is Mon-Sun between 7AM and 7PM.
• During the training you are available 40 hours per week (after two months you can continue to work 40 hours, but 36 hours or 32 hours are also possible).

Who are we?

Cygnific is a proud subsidiary of KLM. And guess what? We also have high ambitions ourselves. Our customer service heroes from over 30 different countries are ready to make a lasting impression through teamwork and dedication. In 10+ different languages they offer 24/7 service with a smile to passengers and customers of KLM, and various brands such as Sunweb and Rituals. We do this via email, telephone, live chat, social media and WhatsApp. Not only in the Netherlands, but our wings also spread to England, the Philippines and Curaçao.