Customer Support Representative

The Administration and Customer Support department plays a vital role in executing all external and internal customer-facing processes. The external customer base is mostly Business-to-Business (B2B), comprising large corporations, tax consultancies, booksellers, governments and not-for-profit organizations, with some Business-to-Customer (B2C) contact. Our internal customers are all other IBFD departments, primarily finance, international tax training and marketing & sales.

Main responsibilities

Our department is in the last phase of implementing a new ERP and CRM system, MS Dynamics 365. This means we are going live in April and will switch from Oracle E-Business Suite (EBS) to MS Dynamics 365.

This position requires you to be able to work both within a team structure and independently. We expect you to be pro-active and responsible for your own work. You will be individually responsible for ensuring that cases assigned to you are handled properly and resolved quickly and accurately.

To be successful in this role, we are looking for an experienced Customer Support Representative with MS Dynamics 365 experience in unified Operations billing suit and/or the Customer Service Hub. Please note that this is a hard criteria: we will only invite candidates who have proven experience with working in MS Dynamics 365.

Your main responsibilities will be:

• Respond to all types of customer (internal & external) requests by phone or e-mail
• Process orders/subscriptions according to Service Level Agreements (SLA’s)
• Recommend alternatives to external customers when requested items or services are not (immediately) available
• Proactively identify and communicate clearly to customers regarding pending issues or solutions

This is a great opportunity for an experienced CSR professional with strong interpersonal skills, hands on mentality and good at building client relations.

Requirements

• Bachelor’s degree;
• At least 3 years of experience in Customer Care, preferably in the B2B industry;
• Experience with MS Office (Word, Outlook and Excel).

Skills

• Fluency in English, both written and oral;
• Excellent communication skills (written/oral);
• Energetic, self-starter, pragmatic;
• Experience with MS Office (Word, Outlook and Excel)

Salary & fringe benefits

We offer a position of 24 – 37 hours per week for a period of 6 months, preferably starting at the 10th of April. The salary, depending on background and relevant work experience, will be between EUR 2,800 and EUR 3,300 gross per month on a full-time basis (37 hours).

Completed by an attractive package of fringe benefits, amongst others:

• Pension free of premium;
• 8% holiday pay;
• Flexibility with 5.44% Personal Budget (individual choice to buy up to 13 days paid holiday per year or end of year bonus);
• Attractive training and development opportunities;
• The ability to work remotely (under conditions and for a maximum of three months per year);
• Free lunch.