Key Skills

Job Description

Capelle aan den IJssel - 32-40 hours per week A record shop in Berlin is waiting for a delivery, a webshop in Madrid has a question about a return and a new customer from London wants to get started as soon as possible. Behind all those questions is one team that makes sure everything runs smoothly: Bertus Customer Care. We’re looking for someone who sees customer service as more than just answering the phone. Someone who understands that a good answer today matters, but that a better process tomorrow delivers much more. You have experience in a customer service role, you like to get things done and you get energy from thinking about how things can be done smarter. And that’s good timing, because we’re in the middle of renewing our systems and processes. You’ll actively help build them. What will you be doing? As Customer Care Representative, you are the first point of contact for our international B2B customers in the music world. You handle a wide range of questions and complaints, guide customers through their onboarding and offboarding, and actively contribute ideas for process improvement. No two days are the same: one day you’re helping a customer with an order or return, the next you’re diving into customer data or the catalogue feed, or working with colleagues on a process improvement. Answering customer questions by email and phone Guiding customers through their onboarding and offboarding Supporting customer integration and order processes Checking customer data and flagging bottlenecks or opportunities Monitoring SLAs and KPIs Working together with sales, logistics and administration, among others Helping build better processes and a stronger customer experience Who are you? You have experience in a customer service or support role (B2B is a plus) You think ahead, adapt quickly and like to get things done You are customer-focused and empathetic, but also dare to say ‘no’ when needed You have a good command of Dutch and English, both spoken and written You work in a structured way and take ownership of your work You enjoy helping to build a department that’s in development What do we offer? A varied role with plenty of room for initiative and your own input An informal atmosphere with committed colleagues and a shared passion for music Close collaboration with colleagues from other departments A workplace at our office in Capelle aan den IJssel, with the option to partly work from home About Bertus For more than 50 years, Bertus has been a leading distributor of physical music, such as vinyl and CDs. From our head office in Capelle aan den IJssel, we supply customers all over the world. We’re currently working hard on renewing our systems and processes, and as Customer Care Representative you’ll play an important role in that. Interested? Apply directly or send your questions to [email protected]

Core Responsibilities

Serve as the first point of contact for international B2B customers, handling questions and complaints by email and phone and supporting onboarding, offboarding, integrations, and order processes. Review customer data, monitor SLAs and KPIs, collaborate with other departments, and contribute to improving processes and the customer experience.

Requirements

Experience in customer service or support is required, with B2B experience considered an advantage. Candidates should be customer-focused, empathetic, adaptable, organized, proactive, able to take ownership, and proficient in spoken and written Dutch and English.

Benefits

• Flexible Work From Home
• Informal Work Environment
• Opportunities for Initiative and Input
• Cross-Department Collaboration