DUTIES AND RESPONSIBILITIES: Handle incoming customer inquiries (via phone, email, chat, or automated alerts) and address user needs efficientlyRecord call details in the call management system, ensuring timely responses and resolutions within the agreed SLAMaintain up-to-date knowledge of services and products, particularly those tailored to individual customer applicationsEscalate any potential service issues to the senior team members, as needed.Adhere to all project processes and proceduresEnsure compliance with the contractual SLAProvide coverage for other Agents in their absence, whether within the same team or across different teamsCollaborate with the team on specific projects, when requestedFulfill administrative responsibilities, including managing holiday, sickness, and overtime recordsParticipate in regular team meetingsPerform additional tasks as assigned by the management, to ensure continued service performance, quality, and customer satisfaction REQUIREMENTS:Native / fluent in German or Dutch , both verbal and written.
Proficiency in English (minimum B2 level)A minimum of 1 year of customer service experience is required, preferably technical supportAdvanced IT knowledge in signal path connectivity, wireless networking, music and audiovisual productsStrong aptitude for working in a customer service environmentExcellent customer care skills, with the ability to listen to and understand customer needsCapable of taking ownership of calls and progressing them to resolution or escalating them when needed OFFER:Excellent remuneration package based on experience, skills and performanceWorking schedule: Monday to Friday, 09:00 AM - 06 PMBe part of a dynamic and creative team with positive and friendly atmosphere23 working days of paid annual leaveGuidance and tools to reach your full potential.