Customer Support Agent (Dutch)

David Kennedy Recruitment is working with a leading iGaming provide that is looking to recruit a Dutch-speaking Customer Support Agent to join their team in Bucharest.

Position: Customer Support Representative

Location: Bucharest Romania

Work model: hybrid (3 days office 2 days home per week)

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Give players a detailed and quality response by phone email and chat to any questions or requests about the game platform

• Ensure the registering monitoring and resolution of requests and potential problems that players encounter in their daily use of the game platform

• Evaluate the possibility of providing a direct response or transferring the request to another service.

• Reach the individual and collective objectives (KPI) set by management

• Accept feedback and respect the implementation of improvement plans

• Pre-analyze and report technical issues on the various game sites following the incident management (IM) procedure.

REQUIREMENTS:

• Native/fluent in Dutch and fluent English both verbal and written

• Possess excellent writing and verbal communication skills to simplify technical language for non-technical users

• Good writing ability and ability to easily use online communication software and ticket management systems

• Computer literate

• Service and customer satisfaction oriented. Empathetic and diplomatic

• Previous experience in contact center within a similar role

• Resourceful and stress resilient personality that can adapt and remain calm in all situations

• Ability to meet tight deadlines with minimum supervision and in timely manner

• Ability to work independently while being team player at the same time

• Take on different schedules as support is guaranteed 24 hours a day by various teams

• Candidates must be available to travel to the Netherlands for initial training sessions (approximately 34 days) and attend additional business trips to Belgium or the Netherlands 23 times per year as required by the company.

OFFER:

• A competitive salary package linked to the Romanian market

• The possibility to work remotely 3 days office - 2 days WFH

• Meal allowance

• Private health insurance

• And much more!