Dutch Customer Service Advisor (Permanent role)

Advanced Thinking Management Group; Cape Town; On-site; ZAR 180,000 - 240,000; Full time

Job summary

ATM Group in Cape Town is expanding its multilingual customer service team and seeks Dutch-speaking Customer Service Advisors to deliver exceptional service to a Europe-based travel brand.

You will handle inquiries via phone, email, live chat, and social media, resolve issues with empathy, and update records in line with GDPR requirements. Rotational shifts through 07:00–22:00 SA and NL hours are possible.

Qualifications

• Dutch language skills (spoken and written).
• Experience in customer service or contact centre.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making ability.
• Able to multitask and manage competing priorities.

Responsibilities

• Serve as first point of contact across channels.
• Assist customers via phone, email, live chat, web enquiries and social media.
• Work to achieve first-contact resolution.
• Update customer records in line with GDPR.

Skills

Dutch language skills

Customer service experience

Communication skills

Problem-solving ability

Multitasking

Data accuracy

Job description

ATM Group is expanding our multilingual customer service team and we're looking for Dutch-speaking Customer Service Advisors who are passionate about delivering exceptional customer experiences.

This is an exciting opportunity to support one of Europe's most recognized international travel brands, assisting customers throughout every stage of their journey. If you thrive in a fast-paced environment, enjoy solving problems, and are passionate about helping people, we'd love to hear from you.

What You'll Be Doing

As a Customer Service Advisor, you'll be the first point of contact for customers, providing professional, friendly, and efficient support across multiple communication channels.

Your responsibilities will include:

• Delivering exceptional customer service before, during and after the customer's journey.
• Assisting customers via phone, email, live chat, web enquiries and social media.
• Resolving customer queries efficiently while aiming for first-contact resolution.
• Supporting customers with bookings, travel information, reservations, ticket enquiries and general account assistance.
• Investigating and resolving complaints with empathy and professionalism.
• Accurately updating customer records and maintaining data in line with company policies and GDPR requirements.
• Identifying opportunities to improve the customer experience.
• Working towards individual and team performance targets, including quality, productivity and customer satisfaction.
• Identifying opportunities to promote additional services where appropriate.
• Escalating complex or high-impact customer issues when necessary.

What We're Looking For

We're looking for people who genuinely enjoy helping others and can communicate confidently with customers.

• Dutch language skills (spoken and written).
• Previous customer service or contact centre experience.
• Strong communication and interpersonal skills.
• Excellent problem-solving and decision-making ability.
• Ability to multitask and manage competing priorities.
• Comfortable using multiple computer systems simultaneously.
• Strong attention to detail and accuracy.
• A positive attitude with a passion for delivering outstanding customer experiences.

Advantageous

• Experience within the travel, airline or hospitality industry.
• Sales or upselling experience.

What Makes You Successful

You'll be someone who:

• Builds trust through empathy and professionalism.
• Works well under pressure.
• Adapts quickly to change.
• Enjoys working as part of a collaborative team.
• Takes ownership of your own learning and development.
• Looks for opportunities to improve processes and customer experiences.

Working Hours

This role operates on a rotational shift basis.

Monday to Sunday

07:00 – 22:00 (Netherlands operating hours)

Weekend and public holiday shifts form part of the roster.

Why Join ATM Group?

At ATM Group, we believe our people are our greatest asset. We offer an inclusive, supportive environment where you can grow your career while working with internationally recognised brands.

We provide:

• Ongoing coaching and development
• Career progression opportunities
• A collaborative and supportive culture
• The opportunity to work in a dynamic international environment

ATM Group is an equal opportunity employer and is committed to creating an inclusive workplace where diversity is valued and respected.

Only shortlisted applicants will be contacted. If you do not receive feedback within four weeks of your application, please consider your application unsuccessful on this occasion.