Responsibilities

• Organize, categorize, and manage complaints and disputes

• Identify and assess customer needs to provide tailored solutions

• Build and maintain relationships with identified key contacts

• Investigate situations and liaise with clients to ensure timely resolutions

• Manage report requests from suppliers, passengers, bookers, and customers

• Drive continuous improvement by analysing KPIs and identifying process optimizations

• Ensure all situations are reported, recorded, and handled according to quality standards

• Proactively manage communications with clients to “control the narrative”

• Act as the coordination point for internal stakeholders who receive complaints directly

• Provide account management support, including portal queries and account implementation assistance

Outcomes

• Document and visualize processes, timelines, and task durations

• Create and maintain a Customer Care dashboard and reporting

• Ensure response time within 48 business hours

• Achieve average resolution time within 72 business hours

• Deliver standard customer reporting on a regular basis

• Reduce overall complaint percentage and repeated complaints

• Contribute to customer satisfaction rate improvements

• Support training of future team members and back-up capacity

Your profile

• 2+ years of experience in customer care, client management, or operations (travel, mobility, or service industry is a plus)

• Strong multitasking ability with excellent verbal and written communication skills

• Problem-solving and decision-making mindset, with a proactive approach

• Skilled in active listening and managing sensitive situations with empathy

• Ability to prioritize effectively and focus on what is urgent and important

• Comfortable with data and reporting to monitor performance and improvements

• Strong English communication skills (Dutch or other European languages are a plus)

NS Business Card: We’ve got your commuting costs covered. Prefer driving? We’ll handle your travel expenses.

Experience Our Service: Wondering why our clients rave about our cab service? You can use it twice a year yourself.

Healthy Lifestyle: Need a snack? Grab some fresh fruit from the canteen. We have meal discount options for our employees as well.

On-site Gym: Keep your energy levels up with access to our fully equipped office gym.

Holiday Allowance: We provide 8% holiday allowance, so you can enjoy your time off.

Vacation Days: Relax and recharge with 25 days of vacation each year.

Remote Work: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad.

Pension Contribution: We contribute 2.5% toward your pension to support your future.