Senior Customer Service / Call Centre (Dutch Speaker)

Assurant, Inc.; Amsterdam; Hybrid; EUR 33,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

Hybrid work arrangement

Performance bonus

Wellbeing allowance

Transport and home office allowance

28 days holiday + wellbeing programme

Pension plan

Birthday gift €50 net

Comprehensive training & Udemy access

Job summary

Assurant, Inc. in Amsterdam is seeking a Senior Customer Service / Call Centre Associate (Dutch speaker) to join our Dutch Customer Support team. You will deliver exceptional service, resolve complex inquiries, and support the Team Lead in day-to-day operations.

The role involves handling escalations, onboarding new staff, and ensuring quality standards are met. Working in a hybrid setup (3 days home, 2 days in the Amsterdam office), you will contribute to maintaining service levels, training,

Qualifications

• Fluent Dutch with good English communication.
• Excellent verbal, written, and listening skills.
• Experience in a call center, contact center, or customer support environment.
• Ability to mentor or coach colleagues in a fast-paced setting.
• Strong organisational skills and the ability to prioritise tasks.

Responsibilities

• Handle and resolve customer enquiries across multiple channels.
• Support with administrative tasks and email management.
• Help plan the team's work schedule.
• Serve as subject matter expert for complex cases and processes.
• Own escalated complaints, fraud investigations and difficult situations.
• Conduct quality reviews and provide feedback to colleagues.
• Assist onboarding and training of new starters.
• Collaborate with Team Lead to maintain service levels and drive improvements.

Skills

Dutch language

English communication

Customer service

Mentoring

Organisational skills

Problem solving

Multichannel support

Job description

Senior Customer Service / Call Centre (Dutch Speaker)

Location: Amsterdam | Hybrid Working – 2 days office, 3 days home

As a Senior Customer Service /Call Centre Associate, you will play an important role within our Dutch Customer Support team. Alongside providing excellent customer service and resolving complex customer enquiries, you will act as a key support to the Team Lead and help ensure the smooth day-to-day running of the operation.

You will support colleagues with escalations and customer complaints, help onboard and train new team members, and contribute to maintaining service levels and quality standards across the team.

What You’ll Do

• Handle and resolve customer enquiries through multiple communication channels.
• Support with administrative activities and email management.
• Support the planning of the team's work schedule.
• Act as a subject matter expert for complex customer cases and service processes.
• Take ownership of escalated complaints, fraud investigations, and complex customer situations.
• Conduct quality reviews and provide guidance and feedback to colleagues.
• Assist with the onboarding and training of new starters.
• Work closely with the Team Lead to support daily operations, service levels, quality standards, and continuous improvements.

What You’ll Bring

• Fluent Dutch speaker with good English communication skills.
• Excellent verbal, written, and listening skills.
• Good computer skills, including data entry, website navigation, and other software.
• Previous experience within a call center, contact center, customer service, or customer support environment.
• Experience supporting team performance, monitoring quality, and coaching or guiding colleagues would be considered a strong advantage.
• Strong organisational skills and the ability to prioritise tasks.
• Comfortable handling escalated customer situations and complex cases.
• Demonstrated ability to act as a mentor, coach, or point of contact for colleagues in a fast-paced customer service environment.

What We Offer

• Competitive annual salary of €3.000 - €3.200 gross per month, plus holiday allowance paid in 12 monthly payments. (Total annual salary = €38.880 - €41.472)
• Flexible hybrid working after training: 3 days from home and 2 days in our Amsterdam office.
• Performance-related bonus.
• Monthly wellbeing allowance of €45 net.
• Transportation and working from home allowance.
• 28 days of holiday, plus wellbeing and employee support programmes.
• Premium-free pension plan.
• €50 net birthday gift.
• Comprehensive training programme to help you build confidence and expertise.
• Access to Udemy and ongoing career development opportunities, including pathways to specialist, quality, training, team leader, or operational support roles.