Customer Service Team Lead

Our engineering, trust and safety, and customer support teams work across offices in Rotterdam and several other countries. Traffic during holiday peaks can reach ten times normal levels, and the platform is built for it. Product reviews happen on Thursdays, with demos of whatever shipped that week.

About the role:

This is a phone-heavy role with set schedules. Breaks and lunch are scheduled by workforce management. Waal Online is hiring for its Member Services team in Rotterdam. Full-time and part-time shifts available. Fully remote. You can work from anywhere in the Netherlands.

Responsibilities:

Call customers back on open issues within the promised timeframe. Look up orders, accounts and shipping status in the CRM and order system. Process returns, exchanges, refunds and address changes. Notice repeat problems and report them to your team lead. Update customer records accurately. Document every interaction in Zendesk or Salesforce Service Cloud.

Qualifications:

7+ years of customer service, retail, hospitality or call centre experience. Typing speed of at least 35 WPM. Comfortable using multiple screens and systems at the same time. Must pass a background check. For remote roles: quiet workspace and wired internet at 25 Mbps or faster. Basic computer skills (Windows, Outlook, web browsers). Clear speaking voice and good listening skills.

Nice to have:

Experience handling escalations. Bilingual English and Spanish (pay differential). Knowledge of e-commerce order systems such as Shopify. Zendesk, Five9 or Genesys experience.

Schedule: Monday to Friday, 8:00 AM to 4:30 PM

Pay: €17.00 to €18.50 an hour

What we offer:

Pension scheme. 25 annual leave days. Bike plan. Home office allowance. 30% ruling for eligible candidates.

Candidates must be eligible to work in Netherlands.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Waal Online.