Job Description #body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-#body.unify div.unify-button-container .unify-apply-now: focus, #body.unify div.unify-button-container .unify-apply-Customer Service Officer
Job Location: Amstelveen, NLD, 1181 KK
Contract type: Fixed Term contract
Acolad is the global leader in content and language solutions. Its mission is to support companies in every industry to scale across markets and enable growth through cutting-edge technology and localization expertise. Established in 1995, the group is present in 22 countries across Europe, North America and Asia, with over 1.600 employees supported by a network of +10.000 linguists around the world.
At Acolad, every position is key to our global growth: we know that we will only succeed if our people succeed.
Joining Acolad means a unique opportunity for professional development through a collaborative global environment that promotes talent and creativity. We are continuously looking for new talent (like you!) to support our mission to drive growth and innovation across some of the world’s leading brands.
Check out Our brand video to learn more about us!
About the role
The primary purpose is to ensure a positive experience for customers/vendors/colleagues by addressing their needs, resolving issues, and providing accurate information.
Key Responsibilities
- Answer telephone calls from customers and vendors.
- Resolve issues efficiently and effectively.
- Serve as a bridge between the customer, vendors and the internal organization, delivering clear and professional responses.
- Ensure customers and/ or vendors feel heard, respected, and valued by providing and solution-oriented support.
- Inform customers about services, rates, or processes to help them make informed decisions.
- Create new customers in the system, ensure access for customers and/ or vendors to the portal.
- Handle customer and/ or vendor complaints to satisfaction of all parties.
- Identify trends in inquiries or complaints and recommend improvements to enhance overall customer and vendor experience.
- Make corrections to jobs, rates, statuses. etc.
- Provide first-line support for customers and translators for the translation department.
- Serve as primary point of contact with the finance department to inquire about outstanding payments for customers and vendors.
- Serve as a backup for handling overflow calls from the call center.
Requirements
Educational Background
MBO-level education or higher
Professional Experience
At least one year of proven experience as a Support Employee
Service minded and pro-active
Strong communication and interpersonal skills
Problem-solving and conflict-resolution abilities
Attention to details
Ability to handle high-pressure situations professionally
Fluent Level of Dutch
Good Level of English
Benefits
Acolad is committed to creating a diverse and equitable workforce. We believe that diversity, equity, and inclusion in all its forms—gender, age, disability, marital status, ethnic or social origin, religion, belief, or sexual orientation—enrich the workplace. It opens opportunities for individuals to express their talents, both individually and collectively, and strengthens our ability to adapt to a changing world. As an equal opportunity employer, we welcome and consider applications from all qualified candidates, regardless of their backgrounds.
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