Specialist in Customer Service and Foreign Trade at BASF. Responsible for CRM strategy and managing import/export operations for customer satisfaction.
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
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