Customer Service Representative assisting customers with ferry bookings and inquiries. Responsible for maintaining high customer satisfaction in a fast - paced travel environment.
About the role
- Customer Experience Agent handling inquiries from Italian-speaking customers via phone, email, and social media. Resolving complaints and supporting buying processes in a customer-centric role.
Responsibilities
- Deliver excellent customer service and communication across all channels to our Italian speaking customers.
- Handle complaints with professionalism, empathy, and adherence to policy.
- Support sales and buying conversations, contributing to growth targets.
- Meet and exceed KPIs for response times, resolution rates, and customer satisfaction.
- Collaborate effectively with colleagues to ensure a seamless customer journey.
- Respond to inbound queries via phone, email, SMS, WhatsApp, webchat, and social media.
- Handle outbound calls, including welcomes, collections, and customer updates.
- Manage complaints by investigating issues, resolving them promptly, and keeping customers informed.
- Support the buying process, overcoming objections and helping customers feel confident.
- Accurately record interactions, maintain systems, and complete admin tasks.
- Liaise with internal teams to deliver smooth handovers and joined-up customer care.
- Contribute to continuous improvement by suggesting ways to refine processes.
Requirements
- Proven experience in customer service, contact centres, or sales environments.
- Excellent verbal and written communication skills, with empathy and clarity.
- Strong problem-solving skills with resilience under pressure.
- Confidence in handling objections and complaints fairly and constructively.
- Ability to balance speed with accuracy and quality.
- Organised and able to manage multiple priorities.
- Comfortable using CRM systems and digital communication platforms.
- Team-oriented mindset with a proactive, solutions-focused approach.
- Background in buying, sales, or complaint resolution (desirable).
- Ability to adapt quickly in a fast-growing scale-up environment (desirable).
- Experience working in businesses with operational warehouses or physical products (desirable).
Benefits
- 25 days paid holiday per year (24 days plus 1 life-event day)
- 8% holiday allowance (vakantiegeld), paid annually in May
- All Dutch public holidays, including King’s Day and Liberation Day (where applicable)
- Access to all statutory Dutch leave under the Work and Care Act (WAZO), including parental and care leave
- Participation in the Dutch pension scheme (Pensioenfonds Detailhandel)
- Commuting allowance of €0.23 per kilometre (tax-free maximum)
- Lunch provided during working days
- A supportive, people-first working environment
- Access to Alleo, a benefits and wellbeing platform offering discounts, perks, and wellbeing support
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