Customer Service Representative (Dutch)

Job description

Are you willing to do everything to make our users happy and support the development of the next big thing in communications? Do you leave no stone unturned and go all the way to solve issues? Are you the one who translates user issues and can define the true problem at hand? Then you might become the next Customer Service Representative within ZIVVER.

ZIVVER is a technology scale-up that provides secure communication software to reduce the risk of data leaks for businesses. We are one of the fastest growing businesses in the Netherlands, having taken less than five years to go from a mere idea to hundreds of enterprise customers, over $15 million raised and 100 employees. We are shooting for world domination, and you can be a part of this!

Our Customer Service Representatives stand at the front line of communications with users having questions about our product. You are the voice of the customer and therefore able to deal with wishes, demands and even complaints.


Hot take

  • You handle stressful situations better than a navy seal.
  • Typos make you sad.
  • You do not think in problems but in solutions.
  • You do not hold back to ask for help.

A day at HQ

It is 8.30, you grab a coffee and join the team’s daily standup meeting to make sure we are all on the same page. After the standup you open your laptop and start answering incoming questions from ZIVVER users. Someone needs help with setting up an account? Check! Someone’s ZIVVER Office plugin disappeared? Check! Someone didn’t receive a verification code? Check! During the day you share received product-feedback within the team to make sure the translation is made between users and development. Just before lunch you play a fun game of table tennis with your colleagues that leaves you in desperate need of some carbs to recharge for the afternoon.

After lunch you get back to your laptop and check if there are customers in need of your help. You notice that a certain question is received multiple times and you start wondering if this is the result of a software bug. You discuss this with the team Lead. You indeed found a bug and call the customer as quick as possible to record the bug. Next you create a bug-report to communicate the bug to the development team. For the rest of the week you keep a close eye to the bug-report, and verify with the customer once this issue is solved.

You do a last check of your inbox (leave no case behind!) and end your day with a cold beer in the Hummingbar.


Responsibilities

  • Managing customer complaints and finding the best possible solutions.
  • Working together with other departments to improve customer experience.
  • Providing feedback to the Team Lead to improve the product.
  • Striving to continuously improve tools, channels & pages we use to interact with our users.

After a few months, you get to deep dive into:

  • Maintaining and optimizing the support dashboard, so go query 😉
  • Becoming an external ZIVVER administrator during implementation at our new clients.
  • Discussing the advanced technical issues with our technical consultants.
  • Training new colleagues and be their buddy.


Benefits

  • An exciting, fast-growing, energetic environment.
  • Free lunch, great food and snacks.
  • A beautiful bar in our penthouse office.
  • Next-gen pension fund.
  • Lots of team events and outings.
  • Flex holidays.
  • E1.000 personal development budget annually.

    Requirements

    • You have a Bachelors or Masters degree and are interested in IT solutions.
    • You are a freshly graduated or have some work experience.
    • You have good verbal, writing and presenting skills in Dutch & English.
    • You are service-oriented.
    • You are full time available.
    • You are tech savvy.
    • You are a process improver and you always make sure to not reinvent the wheel.

    Sounds like you? Join our team!