Job Description

Job Title: Customer Support Executive (Dutch-Speaking)

Location:

Gurgaon

Department:

Customer Experience / Support

Job Type:

Full-Time

Company Overview

Transcom is a brief, one-sentence description of your company, e.g., leading e-commerce platform, innovative SaaS provider, global leader in the travel industry. We are passionate about Transcom . We are looking for a dedicated and empathetic Dutch-Speaking Customer Support Executive to join our growing team and serve as the voice of our brand for our valued customers in the Netherlands and Belgium.

Job Summary

The Dutch-Speaking Customer Support Executive will be the primary point of contact for our Dutch-speaking customers. You will be responsible for delivering outstanding service, resolving issues efficiently, and ensuring a positive customer experience. The ideal candidate is a natural problem-solver with excellent communication skills in both Dutch and English, who thrives in a fast-paced, customer-focused environment.

Key Responsibilities

Provide Multichannel Support:

Respond to customer inquiries and resolve issues promptly and professionally via email, phone, live chat, and social media channels.

Problem Resolution:

Identify, troubleshoot, and resolve customer issues regarding products, services, billing, and account management with accuracy and empathy.

Product Expertise:

Develop a deep understanding of our products and services to provide accurate information and guide customers effectively.

Documentation:

Maintain detailed and accurate records of all customer interactions, transactions, comments, and complaints in our CRM system (e.g., Zendesk, Salesforce, Freshdesk).

Customer Advocacy:

Act as the voice of the customer by collecting and reporting feedback to internal teams (e.g., Product, Marketing, Tech) to help improve our offerings.

Escalation Management:

Escalate complex or unresolved issues to the appropriate internal teams or senior management, ensuring follow-through until resolution.

Knowledge Base Contribution:

Assist in creating and maintaining support documentation, FAQs, and help-desk articles for our Dutch-speaking user base.

Performance Metrics:

Meet or exceed key performance indicators (KPIs) such as Customer Satisfaction (CSAT), First Response Time (FRT), and issue resolution rates.

Required Skills and Qualifications

Language Proficiency:

Native or near-native fluency in Dutch (written and verbal) is essential.

English Proficiency:

Professional working proficiency in English (B2 level or higher) for internal communication.

Experience:

Minimum 1-2 years of proven experience in a customer-facing role, such as customer support, technical support, or client services.

Communication Skills:

Exceptional written and verbal communication skills with a clear, concise, and friendly tone.

Technical Acumen:

Proficient in using help desk software (CRM systems) and standard office applications. Comfortable learning new technologies.

Problem-Solving:

Strong analytical and problem-solving skills with a high degree of attention to detail.

Empathy and Patience:

A genuine passion for helping people and the ability to remain calm and patient in stressful situations.

Team Player:

Ability to work effectively both independently and as part of a collaborative, global team.

Preferred Qualifications (Nice to Have)

Experience in the [Your Industry, e.g., SaaS, E-commerce, FinTech] sector. Bachelor's degree in Communications, Business, or a related field. Experience working in a remote or international team environment. Fluency in an additional language (e.g., French, German) is a plus.

What We Offer

A competitive salary and benefits package. Performance-based bonus, Health insurance, Pension plan Opportunities for professional development and career advancement. A vibrant, inclusive, and supportive company culture. Flexible working hours
Job Types: Full-time, Fresher

Pay: ₹70,000.00 - ₹80,000.00 per month

Benefits:

Provident Fund
Work Location: In person