DESCRIPTION:
Come and work with us.
Are you Dutch native or fluent with good English communication skills?
Want to work in an ultra-modern office just a 2-minute walk from the metro and bus stations in Bucharest, Romania?
So we have the perfect opportunity for you!
Role Overview
The Country Consumer Care Support Agent provides front-line customer assistance across voice and digital channels (phone, email, chat). The role is responsible for delivering structured, process driven, and high-quality service while owning cases end-to-end. This position primarily delivers Level 1 (L1) support, with defined responsibilities to perform support tasks where knowledge, tools, and access allow resolution. The agent is accountable for service performance, case ownership, customer experience outcomes, and compliance with local regulatory requirements.
Service Scope Definition - Level 1 (Primary Scope):
- Handle inbound and outbound contacts via phone, email, and chat.
- Provide product guidance, setup support, activation assistance, and usage troubleshooting. Process order-related inquiries.
- Handle standard complaint resolution within approved procedures.
- Document all interactions accurately in CRM systems.
- Own cases end-to-end until resolution or formal escalation.
- Perform advanced troubleshooting using internal tools and knowledge base.
- Coordinate internally with technical or back office teams.
- Handle follow-up actions until final customer confirmation.
- Ensure escalations include complete documentation and clear case summary.
Key Responsibilities
Customer Support Responsibilities
- Respond promptly across approved channels in line with service level targets.
- Own and manage cases to full resolution.
- Apply structured diagnostic processes for troubleshooting.
- Demonstrate empathy, active listening, and professional de-escalation techniques.
- Handle complaints using recovery principles and solution-oriented communication.
- Identify customer needs and recognize service improvement opportunities.
- Maintain accurate case documentation and follow compliance procedures.
Performance & Operational Responsibilities
- Manage workload effectively, including multi-case concurrency (digital channels).
- Handle asynchronous case follow-up while maintaining SLA compliance.
- Meet defined service, quality, and productivity targets.
- Adhere to processes, scripts, and escalation matrices.
- Demonstrate structured, process-driven working style.
Continuous Improvement & Collaboration
- Identify recurring issues and suggest process or knowledge base improvements.
- Participate in calibration sessions, training, and quality reviews.
- Contribute to continuous improvement initiatives.
Core Competencies
- Strong verbal and written communication skills.
- Customer experience mindset with demonstrated empathy.
- Active listening and complaint handling capability.
- Ability to own cases end-to-end.
- Multi-case concurrency handling (chat/email).
- Effective asynchronous case management.
- Structured and process-driven approach.
- Strong problem-solving and analytical thinking.
- Proactive identification of improvement opportunities.
- Team collaboration and accountability.
- Ability to work under pressure.
Qualifications
- University degree or equivalent experience.
- Previous contact center experience preferred Prior.
- Experience supporting voice and digital channels.
- Familiarity with CRM/ticketing systems.
- Proficiency in MS Office tools.
- Fluency in Dutch (C1) and English (B2).
Benefits
- Competitive wages.
- Employee discounts.
- Growth opportunities through various development programs.
- Fun and engaging company-wide initiatives, including our EverBetter wellness program.
- Job stability.
- Life-long skills and experience.
- Excellent work culture.
Go further with Foundever®
We believe in memorable associate experiences. Here, you can improve your quality of life and grow your career.
Apply today!
