•FULL REMOTE • Help Desk Coordinator

A leading Japanese manufacturer is looking for a Help Desk Coordinator to join their team remotely from within Germany.

In this role, you will be the first point of contact for users—resolving inquiries and technical issues efficiently, ensuring a high level of customer satisfaction, and appropriately prioritizing and escalating issues when necessary.

The ideal candidate is self-motivated, has strong communication and problem-solving skills, and possesses prior experience in customer support administration.

ELIGIBLE APPLICANTS :

• Not eligible: Student visa, Requiring visa sponsorship, Working holiday, Graduate, Freelance

WORK TYPE : Full remote

VISA SUPPORT : No

TYPE : Full-time

WORKING HOURS : 8:30-17:00, 38.5 hours per week

LOCATION : Aalsmeer, Netherlands

Main Responsibilities :

1. Log support requests from customers via phone and email, establishing the priority of issues.
2. Allocate appropriate engineers or specialists based on customer status to support within suitable timescales.
3. Prioritize, schedule, coordinate, and escalate service calls within the Help Desk team.
4. Coordinate with the Operations department to manage parts, ink, and orders to meet engineer and customer needs.
5. Promote and maintain service contracts with customers.
6. Support administrative tasks such as call management, invoicing, and job costing of parts.
7. Follow up on logged calls to ensure they are tracked, escalated, and resolved.
8. Communicate with customers to update them on request status.
9. Coordinate with engineers and support staff to inform them of tasks and changes.
10. Manage complex situations calmly and efficiently under pressure.

Ideal Candidate :

• Business-level fluency in English and German, spoken and written.
• Experience supporting complex capital equipment in customer support administration.
• Ability to handle and prioritize tasks with professional communication skills.
• Experience with IT applications such as Microsoft Office and ERP systems.
• Team player with liaison experience across departments to enhance customer satisfaction.
• Must have the right to work in the country; visa sponsorship is not available.
• Applicants with Working holiday, Graduate, or Student visas cannot be considered.

Please include the job reference number (Ref: IN46524) at the top of your message when contacting us.

If successful, you will be contacted within two business days. Due to high application volumes, individual feedback cannot be provided.