Senior Customer Service Representative

At Ayvens progress starts with you.

Our ambitions to shape the future of sustainable mobility are powered by our talent. Join us and get better with every move.

Please note this is a 0.8-1 FTE role.

About the Role

As a Senior Customer Service Representative you will handle customer enquiries across multiple channels including telephone email social/WhatsApp and chat. You act as the first point of contact for customer service employees and play a key role in coaching guiding and supporting the team.

In addition you will be responsible for administrative checks KYC and CDD activities and customer screening. You will also monitor and manage customer complaints and contribute to improving internal processes work instructions and FAQs.

In short: you are an experienced professional who is strong operationally and serves as a role model within the team.

Key Responsibilities

• Handle customer enquiries across all channels (phone email social/WhatsApp chat).
• Act as the first point of contact for customer service employees.
• Monitor verify and review administrative activities within the team.
• Identify discuss and implement internal process improvements.
• Coach guide and support colleagues across all communication channels.
• Perform process and verify KYC and CDD activities.
• Screen customers using tools such as LexisNexis.
• Handle and resolve customer complaints.
• Initiate improvements to processes work instructions and FAQs.
• Act as a role model within the team.
• Help identify suspicious transactions.
• Observe and report compliance incidents to the Head of Customer Operations/Head of Compliance.
  

Who You Are

You are a customerfocused professional with a strong sense of responsibility and a natural ability to guide and support others. You thrive in a role where you not only handle complex customer enquiries yourself but also help elevate the performance of the entire customer service team.

You are confident in coaching colleagues providing feedback and acting as a reliable point of escalation. At the same time you have a sharp eye for detail and feel comfortable working with KYC and CDD processes ensuring that customer information is handled accurately and in line with regulatory requirements.

You combine empathy with analytical thinking and you know how to balance excellent customer service with compliance risk awareness and operational quality.

Skills & Experience

• Several years of experience in a similar role.
• Strong phone handling skills and excellent listening abilities.
• Solid understanding of customer service principles and best practices.
• Experience working in a financial or regulated environment with an understanding of compliancedriven processes.
• Excellent communication and coaching skills.
• Good knowledge of Microsoft Office and Excel.
• Fluent in Dutch with a basic understanding of English (written and verbal).
• Willingness to work from our Amsterdam headquarters.
  

What We Offer

• A responsible role within a growing organization.
• Opportunities for development and training.
• A supportive professional and friendly team.
• Hybrid working options: 50% from home and 50% from the office.

Why Ayvens Bank

Ayvens Bank is an online savings bank offering customers a secure and fully digital way to manage their savings. The bank focuses on simple transparent and accessible savings products all managed through an online platform. We have a client base of over 290.000 customers spread over The Netherlands and Germany with total assets of more than EUR 14 billion.

Working for Ayvens Bank Bank is like working for any other financial institution but better! We are a small organization that is part of a bigger company which gives us many benefits while maintaining an entrepreneurial culture. As colleagues we know each other well love to help and pride ourselves in offering a very good work-life balance as well as an abundance of jokes on the days were in the office together.

Interested

Please send your CV and motivation letter. We look forward to hearing from you!

Why Ayvens

With over 3.4 million vehicles managed across more than 42 countries we provide full-service leasing flexible subscription services fleet management services and multi-mobility solutions to customers of all sizes including large corporates SMEs professionals and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.

At Ayvens we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. Were committed to sustainable mobility and have made it a core part of our everything we do were guided by the principles of authenticity curiosity commitment and collaboration. We aim to foster an organisation thats diverse in people and ideas where everyone can thrive and be themselves no matter who they are.

Join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed. Follow our page for the latest updates news and insights.

*ALD Automotive LeasePlan are rebranding to Ayvens across all 42 countries by 2025.