Customer Care Specialist - Dutch Bilingual (Philippine-based Candidates)

About the role

At HelloConnect, you will be part of a dynamic team in Inoza tower, BGC that embraces innovation and leverages advanced technology to create exceptional experiences. Our culture is built on collaboration, continuous learning, and a commitment to excellence. You'll have the opportunity to work on impactful projects, develop your skills, and grow within a supportive environment that values diverse perspectives and experiences. In this role, you will deliver exceptional customer support across voice and non-voice channels, ensuring high-quality customer experiences and accurate issue resolution. The ideal candidate is customer-focused, detail-oriented, and confident in communicating with customers and internal stakeholders in a fast-paced, service-driven environment. Contributing to our ongoing efforts to drive business success and enhance customer satisfaction. We're looking for passionate individuals who can bring their unique skills and ideas to the table. Even if you don't meet every requirement but believe you'd excel in this role, we'd love to hear from you!

Responsibilities

• Voice Support:
• Answering incoming calls in Dutch.
• Assisting customers with inquiries, issues, and product information.
• Providing empathetic and effective solutions to ensure customer satisfaction.
• Handle customer conversations across multiple complexity levels, including supporting escalations when needed.
• Accurate documentation of customer interactions.
• Collaborate with team members and stakeholders in English as required.
• Non-Voice Support:
• Respond to customer inquiries via email, chat, or other written channels in Dutch.
• Perform data entry and maintain accurate customer records.
• Handle administrative tasks related to customer support.
• Assist in the preparation of reports and tracking of customer interactions.
• Multichannel Support:
• Seamlessly utilising both voice and non-voice channels for customer interactions.
• Providing consistent and high-quality support across channels.
• Adapting communication style to suit the channel and customer needs.
• Quality and Compliance:
• Adhere to company policies, procedures, and quality standards.
• Ensure data security and confidentiality in all interactions.
• Maintain high levels of accuracy and professionalism in all communications.

Requirements

• Language Requirements:
• Dutch - Mandatory
• Native or near-native proficiency in spoken and written Dutch.
• English - Mandatory
• Strong working proficiency required for internal communication, documentation, and collaboration.
• French - Preferred (Nice to Have)
• Candidates with French proficiency will be prioritised where available but this is not required.
• Skills and preferred qualifications
• Proven experience in customer service, preferably in a contact centre or similar environment.
• Strong written and verbal communication skills in Dutch.
• Ability to empathise with customers, understand concerns, and provide professional solutions.
• Strong problem-solving and decision-making skills.
• Ability to multitask effectively in a fast-paced environment.
• Strong attention to detail and commitment to quality.
• Positive attitude with strong ownership and accountability.
• Ability to work independently with minimal supervision.
• Confidence in communicating with team leads and stakeholders when required.
• Work From Home (WFH) setup with:
• Stable primary internet connection
• Backup internet connection (e.g., pocket WiFi or secondary broadband)
• Reliable backup power supply (e.g., UPS or generator) to ensure minimal disruption during power outages
• Quiet and conducive working environment suitable for handling customer calls
• Must be able to report on-site if required due to connectivity, power interruptions, or operational needs.

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