Deadline : 1 July 2019
Customer Support Agent
Are you a service-oriented thinker who enjoys keeping customers happy?
- Fulltime: 38 hours a week
- Experience: min. 3 years
- Education: supplemented higher vocational
- Salary: € 1.942 - € 3.200
I'm the first person you talk to if you've got a question about registering a .nl domain name
What you'll be doing
Our mission is connecting people and organisations to promote safe and convenient digital living. As our Customer Support Agent, you'll help us to fulfil that mission by acting as a vital link between us and our customers. The role involves providing service-oriented support to help people register .nl domain names and update existing registrations. Quality is our watchword. And quality is the key to your positive influence on customer satisfaction. With your knowledge and experience of customer support, you're great at spotting where problems lie and finding practical solutions. You flag up things that customers want, and you liaise with internal stakeholders to provide them with the best possible assistance. That enables us to keep improving our services and delivering quality solutions that surpass expectations. Your professionalism and customer focus will be reflected in the way that you:
deal with incoming calls and e-mails, in line with service level agreements
clarify and respond to complex customer enquiries
liaise with various departments within SIDN to resolve complex customer issues
provide input to help us set up and optimise our customer support processes
help us maintain high levels of customer satisfaction
What we want
At SIDN, you'll be working for a reliable, innovative employer. And your service-oriented approach will mean that our customers can rely on us too. You're a helpful person who's willing to take on complex challenges. You also feel comfortable in the world of domain names, and you've got what it takes to quickly learn the ins and outs of .nl domain name management. An analytical eye enables you to see how processes could be improved, and you're not shy about floating ideas. After all, you recognise that quality services depend on efficient processes. You're a real team player as well, which makes you a big asset to our Customer Support Department. You also have:
supplemented higher vocational working and reasoning level
at least three years' relevant work experience in a commercial customer support environment
experience of commercial and administrative processes and telephone interaction with customers
affinity with the technical side of the internet
excellent oral and written communication skills in both Dutch and English
About us
SIDN, in full the Foundation for Internet Domain Registration in the Netherlands, is an independent organisation that manages the .nl domain. In 2017, we joined forces with Connectis to reinforce the market for digital identities as well.Connectis supplies software and ID tokens for secure access to public and private services. There's more to domain name registration and secure log-ins than you might expect. We therefore have a team of 150 people dedicated to ensuring that the Dutch internet is as secure and trustworthy as possible. Some are based in Arnhem, others in Rotterdam.
Take a look at the missions and visions of SIDN and Connectis for a fuller picture of who we are and what we stand for. At SIDN and Connectis, you'll see more jeans and tee-shirts than sharp suits. It's a setting where you can be yourself. And there's always something going on: family days, Christmas dinners, sports days, barbecues and even weekends away together. Join in or do your own thing; it's fine either way. Maybe we'll see you soon?
Read more about SIDNWhat you can expect
The internet is a highly dynamic environment, where change is extremely rapid. As our Customer Support Agent, you'll need to keep abreast of developments. So that we can continue providing our customers with the services they want. Of course, you don't have to take on that challenge on your own: you'll be part of a close-knit, hard-working team. A team of ideas-people, keen to bounce around suggestions and hear what you think. Because that's vital for ensuring that customer satisfaction remains high. You'll be working at our offices in Arnhem, which are easy to reach by car. Public transport links to Arnhem are good as well, but SIDN is about twenty minutes from the station by bike.
Pay and other benefits
We're not secretive about things like pay and holidays. Why would we be? After all, SIDN and Connectis offer really good packages. So we're happy to put our cards on the table. And we're not just talking about the little perks, like great coffee whenever you want it and a supply of fresh fruit for dipping into. We're confident that the pay and extras you'll get as employee customer support will put a smile on your face. Take a look for yourself:
gross monthly salary of up to € 3.200
full reimbursement of travel expenses if you come to work by public transport
travel allowance of € 0.19 per kilometre if you come in by car
travel allowance of € 0.29 per kilometre for business travel
a bonus of up to 4 per cent, depending on operating results
25 days' holiday, if you work full time
a holiday allowance of 8 per cent, plus a year-end payment of 4 per cent
an attractive pension with ABP, with an 80 per cent contribution from SIDN
education and training opportunities tailored to your wishes
€ 35 a month for your home broadband and € 25 a month (gross) towards your health insurance
a relocation allowance if taking the job means moving house
Everything above is for a 38-hour week. You can work longer hours if you like. If you opt for a 40-hour week, you get thirteen extra days' leave. The selection procedure does involve a Certificate of Good Behaviour (similar to a criminal record check) and reference checks.
Behind the scenes
Like the sound of the job?
Fancy the idea of joining our team? Give us a ring on +31 26 352 5500 or apply before Monday 01 July 2019 using the form below. If there's anything you'd like to know about the job or about the application process, just ask:
Apply directly
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What happens once I've applied?
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Application
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First interview
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Second interview
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Contract offer
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