Customer support service desk team medewerker Vacatures

Over de vacature

As a member of the Customer Support – Service Desk Team, you will support customers across EMEA who contact our client regarding the calibration or repair of their equipment. You will act as a key connection between customers and the Service Technicians and Logistics teams based in service labs in the Netherlands, Germany, and the UK.
Working closely with the wider team, you will process service requests in Oracle, organize shipment collections, manage the RMA backlog, handle customer communication via email and phone, and coordinate with internal teams and carriers to resolve logistical issues.You will also be responsible for monitoring KPIs through Visual Management, identifying deviations from targets, and applying problem-solving methods to help close performance gaps.

• Work with partners, suppliers, and customers mainly across Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT).
• Handle internal and external customer inquiries via phone and email.
• Create service orders in the relevant systems for equipment requiring repair or calibration.
• Prepare and provide pickup labels, master packing lists, and dangerous goods information.
• Manage loaner equipment pools in the UK and the Netherlands, where applicable.
• Monitor KPIs through Visual Management, identify deviations in a timely manner, and take appropriate problem-solving actions.
• Coordinate with internal teams and carriers to resolve logistical issues and ensure smooth service operations.
• Follow established communication procedures, guidelines, and policies.
• Work collaboratively with other Service Desk sub-teams to maintain consistent service standards and communication across different regions.

You will join an international Service Desk Team consisting of 16 agents working across five sub-teams. The teams work closely together through an organized workflow, supporting each other to maintain consistent service quality for customers across different locations. The team is led by a manager with a strong focus on Continuous Improvement.

Requirements

• Previous experience in customer service, customer support, service coordination, order management, logistics, or a similar role.
• Experience handling customer inquiries via phone and email.
• Strong organizational skills and the ability to manage multiple requests and priorities at the same time.
• Good communication skills and confidence in working with internal and external stakeholders.
• Comfortable working with systems and processing service or customer-related information accurately.
• Good problem-solving skills, with the ability to identify issues and coordinate with the relevant teams to find solutions.
• Ability to work in an international and multicultural environment.
• Good command of English, both written and spoken, and German at least at B2 level.
• A proactive and team-oriented approach to daily work.
• Willingness to work with operational KPIs and follow established processes and guidelines.
• Location near Eindhoven

Benefits

By joining our client’s team, you’ll benefit from:

• A Multicultural and Inclusive Environment: Work in a supportive, diverse workplace that values inclusion and collaboration.
• Flexible Hybrid Work Arrangements: A full-time contract with two day of remote work per week.
• Flexible Office Hours: Choose a start time between 7:30 and 9:00 AM, with your workday ending between 4:00 and 6:30 PM.
• Opportunities for Growth: Access career development paths within a global organization committed to employee advancement.
• Extensive Training Resources: Explore nearly 2,000 virtual training sessions covering a wide range of topics—from compliance and technical skills to marketing, sales, and personal development.

Join a team where your contributions are valued, your growth is supported, and your work makes a difference.

Application Procedure

If you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions . Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.

Direct solliciteren

solliciteer op website van werkgever

Advertentie Cv voorbeelden voor Klantenservice, Callcenter & Receptie: zo ziet een sterk cv eruit Bekijk het voorbeeld en maak je eigen versie. Bekijk voorbeeld Geen account nodig

Over de vacature

As a member of the Customer Support - Service Desk Team, you will support customers across EMEA who contact our client regarding the calibration or repair of their equipment. You will act as a key connection between customers and the Service Technicians and Logistics teams based in service labs in the Netherlands, Germany, and the UK.
Working closely with the wider team, you will process service requests in Oracle, organize shipment collections, manage the RMA backlog, handle customer communication via email and phone, and coordinate with internal teams and carriers to resolve logistical issues.You will also be responsible for monitoring KPIs through Visual Management, identifying deviations from targets, and applying problem-solving methods to help close performance gaps.

• Work with partners, suppliers, and customers mainly across Europe, Great Britain, and the Middle East, Africa, and Turkey (MEAT).
• Handle internal and external customer inquiries via phone and email.
• Create service orders in the relevant systems for equipment requiring repair or calibration.
• Prepare and provide pickup labels, master packing lists, and dangerous goods information.
• Manage loaner equipment pools in the UK and the Netherlands, where applicable.
• Monitor KPIs through Visual Management, identify deviations in a timely manner, and take appropriate problem-solving actions.
• Coordinate with internal teams and carriers to resolve logistical issues and ensure smooth service operations.
• Follow established communication procedures, guidelines, and policies.
• Work collaboratively with other Service Desk sub-teams to maintain consistent service standards and communication across different regions.

You will join an international Service Desk Team consisting of 16 agents working across five sub-teams. The teams work closely together through an organized workflow, supporting each other to maintain consistent service quality for customers across different locations. The team is led by a manager with a strong focus on Continuous Improvement. Requirements

• Previous experience in customer service, customer support, service coordination, order management, logistics, or a similar role.
• Experience handling customer inquiries via phone and email.
• Strong organizational skills and the ability to manage multiple requests and priorities at the same time.
• Good communication skills and confidence in working with internal and external stakeholders.
• Comfortable working with systems and processing service or customer-related information accurately.
• Good problem-solving skills, with the ability to identify issues and coordinate with the relevant teams to find solutions.
• Ability to work in an international and multicultural environment.
• Good command of English, both written and spoken, and German at least at B2 level.
• A proactive and team-oriented approach to daily work.
• Willingness to work with operational KPIs and follow established processes and guidelines.
• Location near Eindhoven

Benefits By joining our client's team, you'll benefit from:

• A Multicultural and Inclusive Environment: Work in a supportive, diverse workplace that values inclusion and collaboration.
• Flexible Hybrid Work Arrangements: A full-time contract with two day of remote work per week.
• Flexible Office Hours: Choose a start time between 7:30 and 9:00 AM, with your workday ending between 4:00 and 6:30 PM.
• Opportunities for Growth: Access career development paths within a global organization committed to employee advancement.
• Extensive Training Resources: Explore nearly 2,000 virtual training sessions covering a wide range of topics-from compliance and technical skills to marketing, sales, and personal development.

Join a team where your contributions are valued, your growth is supported, and your work makes a difference. Application Procedure If you are interested in this vacancy, you can apply by clicking on the button above. By clicking on apply, you agree to our privacy commitment and terms and conditions . Your application will be sent directly to the recruiter in charge. IMPORTANT: if you are not yet registered with Undutchables we kindly ask you to do so. Your information will be handled in the strictest confidence and your CV will not be sent to a company unless you have given prior permission. Curious about how the recruitment process works within Undutchables, click here to read more.

Direct solliciteren

solliciteer op website van werkgever

Advertentie Cv voorbeelden voor Klantenservice, Callcenter & Receptie: zo ziet een sterk cv eruit Bekijk het voorbeeld en maak je eigen versie. Bekijk voorbeeld Geen account nodig

Over de vacature

We are the Stefanini group, a global tech consulting company of Brazilian origin that believes in the power of people to transform businesses through technology.

We are present in over 40 countries and operate with the purpose of co-creating solutions TOGETHER WITH OUR CLIENTS that accelerate results and improve the experience of people and organizations.

Here, we like to say that technology is not the end, but the means: what really matters are the people who drive it all.

Our mindset is AI First, meaning we invest in cutting-edge technology in everything we do, focusing on results for our clients.

We are a company, A GROUP, that breathes collaboration and offers a dynamic environment where you will learn by doing, grow alongside the team, and have space to contribute with ideas and projects.

More than just talking about digital transformation, we believe in real transformation that starts with people and impacts real businesses.

If you are looking for a place to develop, innovate, and be part of something bigger, the Stefanini Group is your place.

In a fast-paced, evolving environment, you will provide professional, hands-on IT support and help ensure incidents and service requests are resolved promptly and within agreed service levels. You will support users by phone, email, and in person, take a proactive approach to troubleshooting, and coordinate with third-party resolver groups when escalation is required.

Main Responsibilities

IT Support – First and Second Line

• • Diagnose and resolve hardware and software issues involving desktops, laptops, printers, copiers, scanners, mobile devices, and peripherals, in line with SLAs;
    • Set up and configure hardware and mobile devices for end users;
    • Install, configure, and update software, operating systems, and security patches;
    • Resolve software issues that cannot be fixed remotely;
    • Troubleshoot local Ethernet and Wi-Fi network issues;
    • Handle incidents requiring onsite support, including system failures and urgent hardware replacements;
    • Cover service desk phone calls when requested by management;
    • Record all activity in ServiceNow and escalate unresolved issues with complete context;
    • Liaise between end users and other IT teams.

Logistics and Asset Management

• • Maintain accurate IT asset records and conduct physical stock inventories;
    • Manage stock, orders, equipment receipt, and quality checks against orders;
    • Review and process user equipment requests, including simple RFCs;
    • Prepare, pack, and deliver equipment, and assist users with initial setup and onboarding;
    • Arrange deliveries with users by phone and email, and create field technician work orders;
    • Coordinate equipment deployment and retrieval for new hires, leavers, and department moves;
    • Manage end-of-life processes, including data wiping with Blancco and equipment decommissioning.

Network Support

• • Install, test, and configure network equipment, including routers, switches, firewalls, access points, and cabling;
    • Perform network patching and device management;
    • Diagnose and report network issues, providing onsite and remote support.

Team Coordination and Reporting

• • Coordinate the team's daily activities and schedules, including holidays and sick leave;
    • Monitor the incident queue, redistribute tickets during absences, and support SLA compliance;
    • Manage escalations and act as the main contact for local and central management teams;
    • Align processes with DWP / EUSS;
    • Analyze and report issues to the IM team, and submit weekly activity reports to management;
    • Contribute to documentation, operational procedures, and workload planning.

Must have

• At least 4 years of experience in a similar role;
• Solid knowledge of Microsoft OS and Office tools, Linux and macOS;
• Fluent written and spoken Dutch and English;
• Strong customer service skills;
• Ability to work autonomously, learn complex procedures quickly, and stay effective under pressure;
• Teamwork and experience dealing with multicultural users;
• Punctuality and reliability;
• Clean criminal record.

Nice to have

• Additional IT certifications;
• French (a plus), or other European languages such as Spanish or Italian.

Working Conditions

• 8-hour shifts between 08:00 and 18:00, Monday to Friday, with occasional flexibility for overtime;

• On-site in Petten, Netherlands.

• Online learning library, LinkedIn Learning, corporate training, and mentoring;

• Structured career paths and an employee referral program;

• Access to the SAI Library, Stefanini's AI learning hub;

• Confidential, free Employee Assistance Program for employees and family members.

Direct solliciteren

solliciteer op website van werkgever

Advertentie Cv voorbeelden voor ICT & Automatisering: zo ziet een sterk cv eruit Bekijk het voorbeeld en maak je eigen versie. Bekijk voorbeeld Geen account nodig