Customer Support Specialist

With more than 1000 percent growth since 2018, LegionellaDossier is the Netherlands’ leading digital water safety solution. It was recently launched in the United Kingdom as well. Our ambition is to become the global market leader in this field in the next 5 years. Since the company was founded in 2015, we at LegionellaDossier have strived to be the best at everything we do: Product-wise, Culture-wise, and Client-wise. We are a fast-growing scale-up company based in Utrecht, consisting of a tight-knit team of over 30 professionals and we are expecting to double in size in the upcoming year.

Do you have good communication and customer service skills? Do you enjoy being the point of contact for customers and solving their questions? Are you a native Dutch speaker? And are you available full-time? Then read on!

LegionellaDossier is looking for a Frontline Customer Support Agent who is fluent in both English and Dutch to join our team. As a customer-focused SaaS company, we are committed to providing the best possible service to our clients, and the ideal candidate will share this commitment and have a passion for customer service. In doing so, you also contribute to a great cause: making and keeping drinking water safe.

You are only satisfied when the users and customers of LegionellaDossier are satisfied. You do this by listening, asking the right questions, and being there for customers. No question is too crazy and no solution too difficult. You help, always! With your proven communicative skills and proactive attitude, you bring a smile to all partners and users of our software and, where possible, your colleagues. You are also the voice of the customer; you sense what customers experience and give suggestions for improvements and innovations of the software.

What will you be doing?

As a customer support specialist, you are the link between our customers and the company, therefore you’ll be directly involved with our customers on a day-to-day basis. You will also be asked for input from other relevant teams. Your core tasks will be:

• Respond to customer inquiries via email, phone, and live chat promptly and professionally.
• Problem-Solving and Troubleshooting to resolve customer issues.
• Escalate customer issues to the appropriate department when necessary.
• Follow up with customers to ensure their issues have been resolved to their satisfaction, taking ownership of the full customer journey.
• Maintain accurate records of customer interactions and transactions. Resilience
• Openness to learning new software

What do you need to be successful?

• You have a demonstrable affinity with technical support for systems / apps / digitalisation

• Proven experience in a customer support environment (B2B/B2C) or any other client-facing role

• You are super customer friendly and can enthuse customers and ensure loyalty and retention

• A communicative and positive mindset to stimulate customer satisfaction

• You do not get distracted if you do not immediately know the answer to a question. You quickly find out what information you need.

• Native Dutch + Proficient English 

What we offer!

• An excellent salary.

• 24 days of annual leave.

• Full-time position.

• Hybrid work forever! We have colleagues from all over the Netherlands, so don't hesitate to apply if you don't live in Utrecht.

• The chance to be part of a fast-growing scale-up with global ambitions. We aim to double in size every year, so there are many opportunities for development.

• A unique culture of freedom & responsibility.

• The best Thursday drinks & socials.

• We'll get you set up: A laptop + high-quality headphones