Customer Support Specialist - Dutch

About the role

At Road we have over 100,000 users on our platform, which means a large number of incoming inquiries.

As our Customer Support Specialist, you will act as a liaison, providing product/service information, answering questions, and resolving any issues our customers may experience with accuracy and efficiency. To be successful in this role, you must be a skilled communicator.

Your responsibilities include:

• Respond to customer inquiries and provide support through various communication channels, including telephone, email, chat and social media;
• Dealing with customer interactions professionally and empathetically;
• Investigate and resolve customer issues, escalating to higher levels of support as necessary;
• Provide timely and accurate information to customers;
• Develop and maintain a deep understanding of the company's products or services in order to effectively serve customers;
• Stay informed about product updates, features, and troubleshooting procedures;
• Maintain detailed and accurate records of customer interactions and problem resolutions;
• Document common problems and solutions for reference;
• Collaborate with other teams, such as technical support, sales, and customer success, to meet customer needs and provide comprehensive solutions;
• Collect customer feedback and insights to identify areas for improvement;
• Contribute to the development of customer support processes and procedures;
• Share insights and knowledge with team members to improve overall customer support capabilities;
• Participate in ongoing training sessions to stay current with product and industry developments;
• Educate customers about product features, best practices, and self-service options;
• Provide suggestions on troubleshooting and solving problems.

What we value in our candidates:

• MBO+ diploma or equivalent level through experience;
• Fluency in Dutch is a must;
• English at a sufficient level (spoken and written) to communicate with customers and colleagues;
• Telephone customer contact is not a challenge for you, you have at least 1 year of experience in this field;
• Excellent communication skills, both written and verbal;
• The ability to convey complex information clearly and concisely;
• Strong commitment to providing exceptional customer service;
• Empathy and patience in dealing with customer questions and concerns;
• Strong problem-solving skills and the ability to think critically when solving customer issues;
• Ability to adapt to changing customer needs and deal with different customer personalities;
• Quick-witted with the ability to understand and clearly explain details about products and services;
• Ability to collaborate with team members and other departments;
• Willingness to share knowledge and contribute to a positive team culture;
• Ability to manage multiple customer interactions simultaneously while maintaining accuracy and attention to detail;
• Familiarity with relevant customer support tools, ticketing systems and basic technical troubleshooting;
• No 9-to-5 mentality.

What do we offer in addition to your salary:

• Join our mission-driven organization, lead innovation in a dynamic, international and ambitious environment. Take ownership, leverage your expertise and make a meaningful impact while developing your career.
• 8% pension compensation, paid monthly with the freedom to invest yourself.
• This role qualifies for the company's SAR program: you will receive a claim right linked to Road's value growth, because success is shared!
• We believe you should be able to charge too! That's why you are entitled to our 'fair use holiday policy'.
• All the technology and business tools you need to succeed;
• Daily varied and healthy lunch options. And of course drinks at our own Road bar;
• In addition to working together on our mission, we enjoy having fun and connecting through social events and team building activities.
• Personal training and development opportunities;
• Referral programma;
• Headquarters located in one of the most dynamic and cosmopolitan cities in Europe: Amsterdam;
• Diverse and creative colleagues from all corners of the world.

More about us

We believe in an open mindset and continuously challenge ourselves to achieve the best results. We are transitioning from start-up to scale-up, which requires a more structured and process-oriented approach to reach the next phase of growth. As the world scales up to meet the demand for EV charging, we are ready for this unique mobility revolution. Are you ready to help us grow and make EV charging effortless for everyone? Join our team of 125+ colleagues based in our Amsterdam headquarters.

Our values:

• Customer
• Innovation
• Community
• Ownership
• Communication
• Focus

Want to learn more about our company vision, culture or career opportunities? Visit our career site https://careers.road.io/