Second Line CS Agent

Second Line CS Agent

As a Second Line CS Agent, you handle complex customer inquiries and support local teams across Europe. You work in a central role with international impact, collaboration, and opportunities for growth.

Daarom kies je als Second Line CS Agent voor PostNL

Visible impact: You ensure that international customer cases are resolved quickly and professionally, directly improving our service quality.

Challenge: You'll work in a dynamic, international environment with complex customer issues and escalations.

Great team culture: You'll join a team where sharing knowledge and helping each other are key.

Flexibility: Work hybrid-partly from home and partly at our modern office in the historic Stationspostgebouw in The Hague.

Responsibility: You'll have the trust and freedom to handle customer cases independently.

Development: Gain international experience and develop your skills in customer processes and logistics.

Dit is jouw rol

As a Second Line CS Agent within the central N&O team of Spring Europe, you act as the link between local customer service teams, operational departments, and internal stakeholders. You handle complex customer inquiries and escalations, investigate complaints, and ensure they are resolved within agreed timelines. You also monitor the service levels of our European logistics flows and actively contribute to process improvements.

You'll collaborate closely with colleagues from various countries and departments. Thanks to your efforts, we continuously improve customer satisfaction and operational performance across Europe.

Jouw collega's

You'll be part of the central N&O team of Spring Europe, an international team of customer service specialists, operations experts, and support staff. The team is close-knit, works hybrid, and focuses on collaboration and knowledge sharing. Together, you ensure smooth handling of customer cases and continuous improvement of our services.

Hier kom je terecht

Wij zijn PostNL. En samen met jou blijven we de favoriete bezorger. Dagelijks maken we 1,2 miljoen mensen blij met het bezorgen van bijzondere momenten. Dat kunnen we alleen dankzij jou en ons team mogelijk maken.

Dit bezorgen we jou

A role full of innovation and work you can literally see on every street in the Netherlands. At PostNL, we aim to become the e-commerce logistics platform of the future-delivering smarter, faster, and better. Your mindset and our ambition come together here.

You can expect an attractive package of employment benefits.

Top benefits of your role:

• Salary between €2.985,50 - €4.218,94 gross per month (based on 39,25 hours per week).
• Flexibility to work hybrid and set your own schedule. Work two or more days per week from home? Then you'll receive a €45 net monthly allowance.
• 8% holiday allowance and 25 vacation days for full-time work.
• Travel allowance for commuting (NS Business Card or mileage reimbursement).
• Excellent pension plan via the PostNL Pension Fund.
• Laptop (Mac or Windows) and smartphone.
• Training and development opportunities via the PostNL Academy.
• Discounts on holidays, events, and products.

Dit breng je mee

You are analytical, solution-oriented, and enjoy working in an international environment. You take initiative and know how to combine customer focus with a process-driven approach.

You also bring:

• MBO or HBO education level.
• Experience in customer contact and handling complex cases.
• Strong verbal and written English skills.
• Knowledge of logistics processes - or a willingness to learn.

Het sollicitatieproces

• 1 Sollicitatie: Bedankt voor je sollicitatie! Je krijgt binnen vijf werkdagen een reactie van onze recruiter.
• 2 Telefonisch contact: Hebben we vragen over je cv of motivatie, dan bellen we je.
• 3 Gesprekken: Afhankelijk van de functie heb je één of meerdere gesprekken met onze recruiter, je toekomstige manager en directe collega's. Het eerste gesprek zal meestal online via video zijn.
• 4 Aanbieding: Je ontvangt per e-mail een arbeidsvoorwaarden aanbod.
• 5 Nieuwe baan: Je ondertekent je contract digitaal. Welkom bij PostNL!

Nog wat laatste post ...

During the recruitment process, we will conduct a background check. You'll be asked to provide a Certificate of Good Conduct (VOG), and we'll verify your references. A customized assessment may also be part of the process.

Because we believe in equal opportunities, all candidates complete an assessment designed to evaluate competencies and skills relevant to the position.

We are actively recruiting our own colleagues who want to help us build the PostNL of the future. Therefore, we do not accept agency solicitations.

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