Customer Care Representative processing calls and managing service tasks for Crown Equipment Corporation. Dispatching technicians and handling service billing in a fast - paced environment.
About the role
- Senior Customer Service Representative handling customer enquiries via phone, email, and chat in the sustainable mobility sector. Supporting and coaching a customer service team while managing compliance-driven processes.
Responsibilities
- Handle customer enquiries across all channels (phone, e‑mail, social/WhatsApp, chat).
- Act as the first point of contact for customer service employees.
- Monitor, verify and review administrative activities within the team.
- Identify, discuss and implement internal process improvements.
- Coach, guide and support colleagues across all communication channels.
- Perform, process and verify KYC and CDD activities.
- Screen customers using tools such as LexisNexis.
- Handle and resolve customer complaints.
- Initiate improvements to processes, work instructions and FAQs.
- Act as a role model within the team.
- Help identify suspicious transactions.
- Observe and report compliance incidents to the Head of Customer Operations/Head of Compliance.
Requirements
- Several years of experience in a similar role.
- Strong phone handling skills and excellent listening abilities.
- Solid understanding of customer service principles and best practices.
- Experience working in a financial or regulated environment, with an understanding of compliance‑driven processes.
- Excellent communication and coaching skills.
- Good knowledge of Microsoft Office and Excel.
- Fluent in Dutch, with a basic understanding of English (written and verbal).
Benefits
- A responsible role within a growing organization.
- Opportunities for development and training.
- A supportive, professional and friendly team.
- Hybrid working options: 50% from home and 50% from the office.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Customer Care Rep responsible for processing calls and dispatching technicians. Supporting record maintenance and interdepartmental collaboration for Crown Equipment Corporation's customer care operations.
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