A Japanese manufacturer is looking for a support its customer service operations in the Netherlands. You will be responsible for managing service requests, coordinating support activities, and helping to deliver a high level of customer satisfaction. Ideally, you have experience in customer support, customer success, or system-based process improvements, and are comfortable working in a fast-paced, customer-focused environment.
(Ref: RS47333 - Please include this when making any enquiries.)
Main Responsibilities:
● Responsible for logging support requests from customers by phone and by email, establishing the priority of the issues
● Based upon the status of the customer, allocating the appropriate engineer or applications specialist to be able to support the customer within an appropriate timescale
● Within the Help Desk team, prioritising, scheduling, coordinating and escalating where needed all service calls
● Working and communicating with the Operations department to ensure that parts and ink and orders are placed, managed and expedited where needed to meet the needs of the visiting engineers and customers
● Responsible for promoting and maintaining service contracts with customers
● Support all admin tasks, such as call management and closing, ad-hoc invoicing and job costing of parts
● Follow up on logged calls based on their status, ensuring that each request is being tracked, escalated, and resolved
● Communication with customers to keep them updated on the status of their requests
● Communication with engineers and support staff to ensure that they are informed of tasks to be done and where changes need to be made
● Navigate complex situations with composure, working efficiently under pressure while maintaining a calm, solution-focused approach
Ideal Candidate:
● Business level fluency in English, spoken and written
● Educated to MBO/HBO level
● Customer support administration for complex capital equipment for more than 5 years
● Ability to handle and prioritise tasks and professional direct verbal and written contact with customers
● Experience with IT related applications, such as Microsoft Office for spreadsheets and email and ERP systems
● Able to work as part of a team, with liaison experience with other internal department members to enhance customer satisfaction and meet organisational goals
TYPE: Full-time role, initially 1 year contract (potential to become permanent)
WORKING HOURS: 38.5 hours per week (fully office-based)
SALARY: €3,500-4,000/month ＋Holiday allowance (depending on experience)
START: Negotiable
LOCATION: Aalsmeer, Netherlands (Office-based, possible to WFH 1/week after training)
** All applicants for the Service Coordinator must have the right to work in the country as the Company is not able to offer visa support.
*We regret that we cannot accept applications from Working holiday visa, Graduate or Student visa holders.
If your application is successful, you will be contacted within two business days. We regret that due to the high volume of applications we receive we cannot provide feedback on individual CVs.
Technical Services Coordinator • Aalsmeer, North Holland, Netherlands
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