TSMG Holding

Customer Service Advisor, Dutch B2/C1

TSMG Holding

full-time

Posted on:

Location Type: Office

Location: Brussels • 🇧🇪 Belgium

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Job Level

Mid-LevelSenior

About the role

  • Handle customer queries via phone, email, and chat providing timely and effective resolutions
  • Record case resolutions in the contact center tool based on client communication
  • Ensure cases are resolved within the case lifecycle per balanced scorecard
  • Escalate priority issues per client specifications to immediate lead
  • Work independently and within a team; communicate with internal and external contacts
  • Provide exemplary customer satisfaction and meet quality/performance standards
  • Complete staffed hours on rostered days and meet targets for response time, handle time, and resolution rate aligned with Project KRAs
  • Attend trainings and perform ad hoc tasks to improve client service and KPIs

Requirements

  • Near native (CEFR C1) or native Dutch language
  • At least intermediate English skills (B1+) in writing and speaking
  • Previous experience in an outsourced customer service environment (advantage)
  • Possesses an advanced understanding of using computers and able to multi-task across systems and applications
  • Ability to work shift hours/part time (as legally possible) and adapt quickly to changing priorities
  • For written contact handlers: excellent written communication in market language and typing speed minimum 50 words per minute
  • Minimum age of 18 years old
  • Experience handling phone, email, and chat customer interactions
  • Ability to record case resolutions accurately and escalate priority issues

ATS Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer servicecase resolutiontyping speed 50 wpmmulti-taskingphone interactionsemail interactionschat interactionscomputer proficiencyperformance standardsKPI management
Soft skills
communicationindependenceteamworkadaptabilityproblem-solvingcustomer satisfactiontime managementattention to detailescalationtraining participation