Customer Success Agent

What were all about:

Any company can tell you about how they are a multi award winning market leading business and yes we are both of those things in the world of IoT connectivity! But were more than that. Our mission To make IoT management a breeze for any device anywhere. With over10 million IoT subscriptionsactive in165 countriesand direct partnerships with50 mobile networks we connect you to more than750 networks worldwide delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA and we have an insatiable hunger to wow! While we may not always get it right our drive to collaborate innovate and achieve top-notch customer satisfaction never wavers. We offer industry expertise stellar service support and the most flexible resilient and secure connectivity solutions on the market. Our expertise spans across various sectors including industry agriculture healthcare security transport utilities and smart cities.

IoT a fancy acronym or a secret code

TheInternet of Things (IoT)is like the magical glue that keeps the world connected! From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot IoT is everywhereeven if you dont realize it. AtWireless Logic we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Job Title: Customer Success Agent (Administrative and Billing Focus)

Purpose of the Role

The Customer Success Agent is responsible for processing customer requests and managing administrative processes related to SIM cards contracts customer data and billing.

The role focuses on maintaining and improving daily operational processes while ensuring smooth and customer-oriented service delivery. You work closely with Sales Support Finance and Operations.

You ensure that orders are processed correctly customer data remains up to date billing is checked accurately and customers are assisted professionally and in a timely manner even in an environment where processes are still evolving.

Position Within the Organization

The Customer Success Agent reports to the Head of Operations and works closely on a daily basis with the Customer Success team Sales Support Finance and Network Operations.

The Customer Success Agent works under the guidance of the Lead Customer Success Agent who is responsible for coaching team coordination and further structuring processes.

Main Tasks and Responsibilities

1. Order Processing and Administration

• Processing SIM card orders and related administrative tasks
• Checking order details and contract information for completeness and accuracy
• Updating customer changes in internal systems and portals
• Ensuring correct and up-to-date registration of customer data and orders

1. Billing and Administrative Control

• Reviewing and preparing monthly partly automated billing processes
• Identifying billing discrepancies and investigating or coordinating them with Finance
• Supporting administrative checks during monthly closing activities
• Monitoring consistency between orders contracts and billing

1. SIM Card Management

• Assisting with the management of SIM card inventory
• Registering the issuance and receipt of SIM cards
• Identifying when stock levels need to be replenished

1. Customer Support

• Answering customer questions regarding orders contracts and billing
• Supporting customers with SIM management and portal-related questions
• Ensuring clear and professional communication via email phone and ticketing systems

1. Collaboration with Internal Teams

• Coordinating with Sales regarding orders and contract information
• Collaborating with Support on customer issues requiring technical follow-up
• Coordinating with Finance on billing and administrative matters
• Escalating complex customer questions to the appropriate department

1. Quality and Process Improvement

• Ensuring accurate and complete registration in systems such as Zendesk and internal portals
• Identifying incomplete or incorrect information and reporting it back
• Actively contributing to improving and further structuring processes
• Contributing ideas for more efficient ways of working within Customer Success

1. Documentation and Knowledge Sharing

• Working according to existing work instructions where available
• Assisting in creating and improving documentation
• Sharing knowledge and identifying improvement opportunities within the team

Required Knowledge and Skills

• Basic knowledge of administrative processes order processing and preferably billing
• Experience with CRM or ticketing systems (for example Zendesk) is a plus
• Ability to work accurately even when processes are not yet fully developed
• Strong communication skills and a customer-focused mindset
• Ability to prioritize in a dynamic work environment
• Good command of Dutch and English both written and spoken

Key Result Areas

Order Processing

Accurate and timely processing of SIM card orders and customer changes

Administrative Quality

Complete and accurate registration of customer data contract information and billing

Customer Satisfaction

Professional and customer-oriented handling of questions and requests

Process Development

Contributing to the improvement and structuring of Customer Success processes

Collaboration

Effective coordination with Sales Support Finance and Operations

Desired Profile

• MBO/HBO level of working and thinking
• Experience in an administrative financial or customer-oriented role is a plus
• Accurate and responsible
• Comfortable working in an environment that is still evolving
• Customer-focused with strong communication skills
• Team player with a proactive attitude

#LI-Onsite

#LI-CG1

We know the world has changed and we want to offer our employees the chance to collaborate at our unique office spaces whilst enjoying the convenience of working from home. Weve adopted a hybrid working approach to give more flexibility on where and how we work. Youll find out more about what this means for this role during the recruitment process but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity equity and inclusion in everything we do. As a global company that drives culture we aim to reflect the worlds diverse voices both internally and externally to ensure success in our mission.

By applying for this role you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access erase or restrict the holding or processing of your data please contact us () and we will respond to your query as soon as possible.