Your mission
We are looking for an experienced Customer Support Associate - Dutch & English (m/f/x) to join our dynamic team. The ideal candidate will be responsible for delivering excellent customer service and providing seamless support to our customers in using our POS and e-commerce software solutions. This role requires a strong background in customer service, a solid understanding of IT, and knowledge of online hardware and networks. You can work from our office in Breda (Netherlands) or in Berlin (Germany).
Key Responsibilities:
- Customer Service: Act as the first point of contact for customer inquiries and issues, maintain strong customer relationships, and ensure customer satisfaction.
- Technical Support: Provide technical support for our POS and e-commerce software, troubleshoot technical issues, and guide customers in using our products.
- Coordination: Collaborate with internal teams, including Product, Development, Sales, and IT, to ensure all customer requests and issues are handled efficiently.
- Training: Develop and deliver training programs to help customers use our software solutions effectively.
- Documentation: Create and maintain comprehensive documentation, including user manuals, FAQs, and support tickets.
- Problem Solving: Identify potential issues and risks in the use of our products and develop strategies to resolve them quickly.
- Feedback: Collect and communicate customer feedback and feature requests to the product team to continuously improve our software.
- Continuous Improvement: Continuously evaluate and improve support processes to optimize efficiency and enhance the customer experience.
Your profile
Qualifications:
- At least 3 years of experience in customer service, preferably in the software or IT sector.
- Solid understanding of IT infrastructure, online hardware, and networks. Experience with POS and e-commerce systems is a strong plus.
- Excellent verbal and written communication skills; able to explain complex technical concepts clearly to non-technical stakeholders.
- Strong analytical skills and a proactive approach to identifying and resolving issues.
- Proven ability to manage and exceed customer expectations, with a strong focus on delivering exceptional service.
- Ability to efficiently manage multiple tasks and priorities.
- Able to collaborate effectively within a multidisciplinary team to find the best possible solutions for our customers.
- Preferably a native Dutch speaker, fluent in English (German is a plus).
Perks & Benefits
Our Benefits:
- A recipe for success: With over a decade of experience in the gastronomy and delivery industry, SIDES is known as a true specialist in this field. Join a leading player and help shape the future of the market.
- Ownership & impact: We give you the space to bring in your ideas, grow your strengths, and take real responsibility. You’ll work independently while being supported by a strong and collaborative team.
- High-quality work setup: Modern hardware, ergonomic workstations, and a professional office environment ensure you can do your best work.
- Hungry for growth: Continuous learning matters to us. Through regular feedback cycles, we actively support your personal and professional development.
- A positive workplace culture: Expect a well-connected office environment, a welcoming team atmosphere, and a workplace designed to help you do your best work every day.
Workplace Environment Perks:
- Fruit basket, snacks, and drinks in the office
- Dog-friendly workplace
Your Benefits:
- Sport & wellbeing: Access to sport and wellbeing options to support your health and daily balance.
- Pension scheme: A pension plan that supports your long-term financial security.
- Instahelp: Professional mental health support, available whenever you need it.
- Travel & home office allowance: Financial support for commuting and for days working from home.
- Babbel: Free access to Babbel for flexible language learning.
- INCENT & Corporate Benefits: Attractive employee discounts and exclusive partner offers.
- Hybrid work: A balanced mix of office and home office, depending on your role and team setup.
- Flexible working hours: Working hours that fit your daily life and offer real flexibility.
- December 24th & 31st off: Fully off without deducting vacation days.
- Company events: Our annual highlights - the SIDES Summer Event and our Christmas Party.