Customer Support Specialist (NL)

‘JOIN THE BEATING HEART OF OUR BUSINESS.'

As a Customer Support Specialist, you will be the primary contact for respondents and customers who have questions about a survey or its results. Together with your colleagues you are ready to pick up incoming calls and you’ll make sure all incoming support tickets are taking care off. Working at the Effectory Helpdesk is never a dull moment! You will assist clients and customers with first line support related to all aspects of the MyEffectory platform. Together with 7 Customer Support Specialists you are the first point of contact on different client levels up to C-level.

Your responsibilities include helping respondents with questions about surveys, results, or information about anonymity within the surveys. The answers to these questions are not standardized and it requires some puzzling and analytical thinking skills to provide the right solutions to the respondents. Next to that you assist clients with for instance access management, new to setup dashboards, or reporting. You are the primary contact, so it is up to you to decide whether you can help out or you need to hand it over to Project Administrators or other colleagues. The first months you will undergo a steep learning curve to get to know our systems and products. After that you get the chance to pro-actively look for improvements in processes and innovations together with the Lead Customer Support to bring the team to the next level.

You are an energetic professional who is eager to get the job done accurately and swiftly. Being helpful, service-oriented and curious comes naturally to you. Next to that you:

• Have excellent communication skills in Dutch and English (this is a must!);
• Experience in a similar role or customer facing position is a plus;
• Are available for 32 to 40 hours a week;
• Are available between 8.30 and 17.30 (the hours are shared equally between colleagues).

You are nonetheless assertive and able to show initiative in making things better while familiarizing yourself with our systems to use them to their fullest potential.

THIS IS US

Effectory is Europe’s leading employee feedback solution. With our platform, HR and management we collect employee feedback throughout the employee journey. This feedback is transformed into people analytics that informs strategies to boost productivity, engagement and retention. Built on 25 years’ experience, our 200 specialists in Amsterdam and Munich support more than 1,200 organizations in 110 countries. Now more than ever, HR is an integral part of business strategy, which is why our feedback solution is tailor-made for strategic HR.

Effectory’s mission

We are dedicated to improving the working world by giving employees a voice and making sure their feedback has an impact. Our experts work with HR teams and managers around the world, using employee feedback to overcome some of their biggest people-oriented challenges. From software engineers to HR specialists, every day Effectory’s people work to improve the working world, and we are looking for talented individuals who also want to be part of this mission.

THIS IS WHAT WE OFFER

• Competitive salary (range for this position is around: € 29.000 - € 35.000 gross a year, depending on your experience).

• An annual bonus scheme

• 25 holidays for FTEs, and flexible public holiday options

• A fun and interactive onboarding program to get to know our company and some of your new colleagues

• A learning budget to spend on your own personal development. We also provide extensive professional and personal development opportunities, and also organize yearly summer and winter schools

• Flexible working: you will be able to work max 60% of your contract hours from home (or any other location in the Netherlands and/or Germany)

• Budget to set up your home office

• Yearly Body & Mind budget to spend on anything that energizes (or relaxes) you

• Annual events, such as our Christmas party, summer party & the legendary Big Day

• Additional monthly compensation for working from home

• The option to work abroad for up to 4 months, and to take an unpaid sabbatical

• You get your birthday off work, and can also take a day to volunteer for a cause of your choice

THIS IS HOW IT WORKS

1. You want this job: submit your application via the link below

2. We are intrigued: join a phone or video call to get to know each other a bit better and to ask questions

3. We all think it went well: we now meet live (or in a video call) to get to know each other a bit better

4. We want to see you in action: you complete a case/assessment (if applicable)

5. The final hurdle: we agree on terms & conditions, we sign and you start!