Client Services Specialist

Your job

As a Customer Care Specialist, you’ll be part of an interdepartmental team of specialists dedicated to handling customer complaints and ensuring overall service quality. You’ll manage the full Customer Care process, from proactive situation handling to client communication after a booking has been completed or cancelled. With a focus on relationship management, problem-solving, and continuous improvement, you’ll play a key role in reducing complaints and increasing customer satisfaction.

Your profile

Responsibilities

• Organize, categorize, and manage complaints and disputes

• Identify and assess customer needs to provide tailored solutions

• Build and maintain relationships with identified key contacts

• Investigate situations and liaise with clients to ensure timely resolutions

• Manage report requests from suppliers, passengers, bookers, and customers

• Drive continuous improvement by analysing KPIs and identifying process optimizations

• Ensure all situations are reported, recorded, and handled according to quality standards

• Proactively manage communications with clients to “control the narrative”

• Act as the coordination point for internal stakeholders who receive complaints directly

• Provide account management support, including portal queries and account implementation assistance

Outcomes

• Document and visualize processes, timelines, and task durations

• Create and maintain a Customer Care dashboard and reporting

• Ensure response time within 48 business hours

• Achieve average resolution time within 72 business hours

• Deliver standard customer reporting on a regular basis

• Reduce overall complaint percentage and repeated complaints

• Contribute to customer satisfaction rate improvements

• Support training of future team members and back-up capacity

Your profile

• 2+ years of experience in customer care, client management, or operations (travel, mobility, or service industry is a plus)

• Strong multitasking ability with excellent verbal and written communication skills

• Problem-solving and decision-making mindset, with a proactive approach

• Skilled in active listening and managing sensitive situations with empathy

• Ability to prioritize effectively and focus on what is urgent and important

• Comfortable with data and reporting to monitor performance and improvements

• Strong English communication skills (Dutch or other European languages are a plus)

Why us?

NS Business Card: We’ve got your commuting costs covered. Prefer driving? We’ll handle your travel expenses.

Experience Our Service: Wondering why our clients rave about our cab service? You can use it twice a year yourself.

Healthy Lifestyle: Need a snack? Grab some fresh fruit from the canteen. We have meal discount options for our employees as well.

On-site Gym: Keep your energy levels up with access to our fully equipped office gym.

Holiday Allowance: We provide 8% holiday allowance, so you can enjoy your time off.

Vacation Days: Relax and recharge with 25 days of vacation each year.

Remote Work: Hybrid working model (2 days from home), with the possibility of working 2 weeks from abroad.

Pension Contribution: We contribute 2.5% toward your pension to support your future.

Ready to make an impact on customer experience at a fast-growing international company? Apply today and join our team!