• Respond promptly to customer queries regarding frozen goods through various communication channels. • Resolve customer issues effectively, ensuring their needs are met with professionalism. • Maintain thorough documentation of customer interactions and feedback. • Foster positive relationships with customers, promoting loyalty and satisfaction. • Work closely with team members and other departments to enhance the customer service experience. • Participate in training programs to stay informed about product details and industry standards.

- Provide high-quality customer service assistance to Dutch-speaking clients through phone, email, and chat. - Address customer inquiries regarding frozen products and resolve issues in a timely manner. - Maintain clear and positive communication with customers to ensure their needs are met. - Document and log customer interactions to improve service quality. - Work collaboratively with fellow team members to achieve customer satisfaction goals. - Partake in ongoing training to stay informed about product offerings and best practices in customer service.

• Reply to customer inquiries via supported communication channels • Identify, replicate, and report validated product issues to the R&D team • Identify and log feature requests • Follow-up on customer inquiries upon issue resolution/feedback from R&D • Provide outstanding service to our customers via prompt and value-adding interactions over phone, email and chat • Take ownership of support tickets and be responsible for funneling them through all process stages until a resolution has been reached • Maintain an overview of submitted cases to R&D, and flag internal SLA breaches • Escalate support cases based on severity levels and associated business risk assessments • Be an expert on the Brandwatch product suite and its features as they are launched and engage in feature tests • Update internal knowledge base with new relevant insights to enhance knowledge sharing across all support team members • Participate and contribute to roundtables, calibration and training sessions within support and cross-functional departments Minimum Required

• Assist guests in their journey to find, book and plan their perfect trip, offering expert guidance and recommendations based on their needs. • Act as a liaison between our guests and partners, ensuring seamless communication between both parties. • Provide important information to guests and partners, addressing inquiries, resolving issues, and ensuring a positive experience throughout the support process. • Utilise problem-solving skills to address complex customer inquiries and provide effective resolutions to complaints. • Demonstrate attention to detail to ensure accuracy in all aspects of the order process. • Ability to work independently as a remote team member, and collaborate within your team to meet and exceed performance targets. • Cultivate strong relationships with guests and partners, fostering trust and loyalty.