Customer Service Agent

Are you passionate about delivering exceptional customer experiences and eager to be part of a dynamic team? Do you thrive in a digital-first environment and love helping customers? Then please apply to start your Tikkie Journey!

Your job

As a Customer Service Agent, you'll be at the heart of our support team, ensuring a positive experience for every customer. You'll provide assistance through various channels, such as email, chat, phone, and social media. Your main task will be responding to customer inquiries, addressing their questions, resolving issues, and sharing information about Tikkie's services. You'll be the friendly voice they rely on for help.

You'll also contribute to creating and updating our support content. This includes adding to FAQs and knowledge bases, ensuring both your team and our customers can find answers swiftly. Collaboration with your fellow agents and the Customer Service Lead is key, as you work together to offer a seamless experience for customers. Sharing insights from customer interactions will help us improve our services and processes continually.

We encourage you to think ahead and identify trends in customer inquiries, suggesting improvements to better our support operations. Your ideas and projects are valued, and you'll have opportunities to lead initiatives that enhance customer service. Your proactive approach will help us create a more efficient and enjoyable experience for all customers.

Responsibilities

• Handle customer inquiries via email, chat, phone, and social media.
• Provide solutions and information about Tikkie's services.
• Contribute to the creation and update of FAQs and knowledge bases.
• Collaborate with team members and the Customer Service Lead.
• Report insights from customer interactions to improve services.
• Identify trends in inquiries and suggest operational improvements.
• Propose and lead projects to enhance customer service experience.

Requirements

• Preferably a bachelor's degree in the field of business administration, IT-management, organizational studies, or a good story and passion for the work.
• Excellent communication skills in both Dutch and English.
• Comfortable in a tech environment, using digital tools and platforms to manage customer interactions.
• Strong team player who takes ownership and has a strong customer focus.
• Strong problem-solving abilities and quick thinking, thriving in a fast-paced and dynamic work environment.
• Feel comfortable in a greenfield environment, where not all the frameworks are set yet.
• The ability to look further than helping the customer in the form of proposing solutions and projects to enhance the overall customer service experience.
• Previous experience in customer service is a plus, especially in a digital-first or fintech environment.
• Experience with Intercom is not mandatory, but a plus.

We are Tikkie

Tikkie is not just an app; it's part of Dutch culture and the leading free finance app in the Netherlands. We started as a start-up initiative by ABN AMRO and have since become a tremendous success, revolutionizing payments in the country with our incredibly easy, fast, and fun payment functionality.

Today, the Tikkie app has evolved into a multifaceted platform, and our company has grown into a scale-up with a dedicated team of over 60 individuals. Together, we strive to transform our customers' needs into scalable products that consistently exceed user expectations.

We are offering

• Competitive salary
• 11% Benefit budget, paid out monthly or convertible into fringe benefits such as a mobile phone, bike, wearables, or extra time off.
• 25 days of annual leave
• Personal development budget of €1,000 per year for self-directed learning
• 5 "banking for better days" which are days off that you can utilize for personal development or voluntary work.
• Mobile phone subscription.
• Public transportation card tailored to your needs or a monthly travel allowance.
• Ergonomic home office setup including an adjustable desk, office chair, and an extra screen or laptop stand.
• ABN AMRO Contract and comprehensive pension scheme for a secure future.

If you are curious and or excited about this opportunity. Take the next step in your career by applying now!

Interested?

To apply, please submit your resume and a cover letter highlighting your relevant experience and why you would be a great fit for our team. We look forward to hearing from you. Questions? You can direct them to tikkie_journey@nl.abnamro.com.

Equal opportunities for all

The success of our organisation depends on the quality of our people and the ideas that they have. Truly surprising insights and innovative solutions for our clients result from an interplay of cultures, knowledge and experience. Diversity is therefore extremely important to our organisation. To ensure that everyone at ABN AMRO can develop their talents, we encourage an inclusive culture in which all colleagues feel engaged and appreciated.