Customer Support Agent

You'll be the link between our customers and us – the first point of contact for registrars and others with questions or problems, who get in touch using our various communication channels. You’re not happy unless they’re happy!

SIDN is the only organisation of its kind in the Netherlands. So our Customer Support Agent needs unique knowledge and experience that can't be acquired working anywhere else. We'll therefore teach you all you need to know to be successful in this role. We'll polish up your knowledge of domain names and all the related topics, for example. You’ll have contact with our partners (registrars), with registrants and with anyone else who has a question about domain names. Registrars are businesses that sell domain names to end users, or ‘registrants’. Registrars and registrants will get in touch with you if they have technical and other questions.

You'll know how to get to the bottom of customers' problems, and how to sort them out. You'll also be good at flagging up what customers want – passing on feedback to other departments within SIDN, so that we can keep improving our services. Your skills will mean that customers are continually surprised by the speed and quality of your solutions. Excellent customer service and support are always your top priority.

Some of the enquiries you handle will be technical, but you’ll also be dealing with registrants who have questions about their domain names.

We also operate various systems that you'll get asked about. It's therefore important that you have an affinity for technology and a knack for picking up how systems work. We place a lot of emphasis on the quality of our support, so you'll get ample time to help customers with their problems.

At SIDN, you'll be working for a reliable, innovative employer. Our core values of customer focus, trustworthiness, innovation, independence and professionalism strike a chord with you. And you want to keep learning and developing. If that sounds like you, you'll fit right in! Because we allow people to be themselves.

In addition:

• You’ve got vocational upper secondary (supplemented) working and reasoning ability.

• You have at least 2 years’ experience in a similar role.

• You're highly customer-oriented and able to communicate professionally, both orally and in writing.

• You see things through to the end, and you're determined to make sure customers always go away happy with the support they've had.

• You've got experience working with CRM systems and the like, and with the logging of customer interactions.

For us, it's all about balance. Balance between hard work and relaxation, between performance and reward, between your ambitions and ours, between an inspiring office environment and the convenience of working from home, and of course between professional and private life. We utilise the latest technologies for easy collaboration, remotely, physically and in hybrid forms. We also make sure that our people have well-equipped home workstations, plus access to an office space with everything they need to get together, collaborate and inspire each another. If you want to go running or visit granny during office hours, we're okay with that. As long as you live up to your professional responsibilities, we'll work out between us exactly how and when you do your work. And we're not fans of formal appraisal. What really matters is year-round personal development. Where you take the lead. Helping us to consolidate our status as a major, unique player in the internet technology sector.

Pay and other benefits

What’s in it for you? First, ample opportunity for growth and skills development. On-the-job growth will go hand-in-hand with training-based personal development – for which we have a generous budget! There's an attractive benefits package as well:

• Gross monthly salary of up to €3,500, depending on age and experience

• Holiday pay of 8 per cent, plus a thirteenth salary payment

• Annual contract

• A variable collective bonus of up to 4 per cent

• An attractive extra bonus if you introduce us to a new colleague

• A basic holiday allowance of 25 days, plus scope for building up to 13 days' occasional leave entitlement, if you work full time

• A pension with ABP, with an 80 per cent contribution from SIDN

• A business rail card if you come to work by public transport

• Travel allowance of €0.23 per kilometre

• Travel allowance of €0.33 per kilometre for business travel

• A daily home working allowance for every day that you work from home

• A complete, healthy home workstation

• €55 a month (net) for your home broadband

• €25 a month (gross) contribution to your health insurance

• Additional paternity leave on full pay

• An optional cycle lease scheme, where SIDN covers 50 per cent of the lease cost, up to a maximum of €60 (gross) per month

• €500 a year to donate to a good cause of your choice

• Your own .nl domain name and hosting package

• Ample education and training opportunities

• Professional coaching and budget coaching

• A relocation allowance if taking the job means moving house

• A welcoming company restaurant where you can enjoy a tasty, affordable lunch with colleagues.

Everything above is for a full-time role. Living in the Netherlands is a requirement for this position.

The selection procedure includes screening, which involves obtaining a Certificate of Good Behaviour (similar to a criminal record check), and performing reference and integrity checks.