Dutch Customer Support Agent

• As a Customer Support Agent L2, your primary responsibility will be handling escalated customer inquiries from L1 agents
• Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook. The team also focuses on increasing user engagement on Facebook to strengthen our brand presence
• Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy
• Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel
• Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalate them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution
• Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services
• Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided
• Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements

Benefits

• Awesome Office: Based in a beautiful office in the center, working here means delicious lunches cooked by our very own chefs, plus access to our own CF library to keep the learning going.
• And a great team: We work hard and have fun together. On Fridays, we kick off the weekend together at the local bar, but there’s more; we regularly organize events and company trips, creating opportunities to bond and build meaningful connections.
• Top-Notch Tools and Gear: You’ll be equipped with everything you need: a top-of-the-line laptop, the latest collaboration tools, and stylish accessories to match.

• You have excellent verbal and written Dutch and English skills
• You are flexible and adaptable as we are always evolving
• You are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutions
• You are open to feedback and have a growth mindset
• You have analytical skills to handle complex escalations and bug-related issues
• Experience with social media support
• Experience with ticketing and time-tracking software
• You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and open
• You have 1+ years of experience in Customer Support 2nd level role
• You have great communication and soft skills, allowing you to effectively de-escalate situations
• Basic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut)