Customer Support Associate - Dutch & English; m​/f​/x

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.

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).

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.