Client Support Representative

Do you have excellent communication skills, great resolving power and do you know how to exceed the expectations of the customer? Keep on reading then! We are looking for a passionate Client Support Representative in Rotterdam.


The Client Support Representative is the first point of contact for all the Clients and Partners. He will assist the Clients with a variety of different questions, concerns and problems in an efficient and timely manner, in line with our Service Level Agreement. The Client Support Representative will do so by taking ownership of Clients’ needs and concerns post-implementation, ensuring Client Satisfaction and retention. One of the core duties of the Client Support Representative involves trouble shooting of problems and solving those himself or escalating them to the second line or to the Vendor.


Tasks and Responsibilities:

  • Work as the front-line in the Support Desk to address the needs of the Clients
  • Responsible for specific set of Clients (Customer Ownership)
  • Registration of all Client interaction
  • Develop the skills necessary to troubleshoot a wide range of products/scenarios
  • Troubleshoot issues using standard methods of procedure as a guideline (MoP’s)
  • Work with the Support team to resolve tickets and to correlate related tickets and issues
  • Learn all internal and proprietary software, tools and portals
  • Address Client concerns and coordinate the technical functional areas to facilitate resolution
  • Escalate tickets to the second line (Product Management, Service Delivery, R&D, ICT and/or Vendors) while maintaining full responsibility for these tickets
  • Timely internal escalation of P1 tickets, including (potential) security incidents & data breaches
  • Provide Client centered support on and off the phone to include email communication, inbound and outbound calls, portal and working our internal tickets
  • Communicate any updates or questions to the Clients in a professional manner
  • Promote the self-service portals and provide instructions to Clients
  • Maintain, update and improve the Methods of Procedure (MOP’s)
  • Documentation of all changes in service specifications (“dienstspecs”)
  • Participate in the on-call rotation


Waar ga je werken?

Our client has been providing telephony and communication services from the cloud for more than 25 years.


The many years of experience do not prevent them from continuing to innovate every day. Our client is at the forefront of innovations that advance any organization.


Place in the organization:

  • Reports to the EU Manager Client Operations
  • Is part of the EU Client Operations Team (Client Support & Service Delivery)


Indication of salary:

  • Between 2.000 and 3.000 euro gross salary per month
  • Performance-related bonus of max. 1 gross monthly salary, based on KPI’s


Wat vragen wij?

  • Bachelor’s degree
  • 2 to 3 years of experience in Customer Care is a plus, preferably in the field of Networking or Communication Software
  • General understanding of software and Cloud Services
  • High level EQ (Emotional Intelligence)
  • Strong interpersonal, written and oral communication skills, both in English and in Dutch (German is a plus)
  • Accurate
  • Ability to multi-task
  • Strong client service and teamwork skills
  • Learning agility: open to acquire in-depth understanding of the Evolve IP services & trouble shooting tools


Do you like this vacancy? Please apply! Questions? Email to danique.holterhues@adecco.nl.