• Own self-service: Drive the roadmap for the end-to-end digital customer experience across web and mobile • Ship MVPs: Define high-value MVPs, validate with real customers and CSRs, and iterate fast on friction and edge cases • Engage SMEs: Translate call center, CX, and billing expertise into clear specs, enriched with AI-generated documentation and prototypes • Execute: Drive with engineering and design to release production-ready features on compressed timelines • Own outcomes: Set KPIs (digital adoption/containment, first-contact resolution, CSAT, cost to serve) and manage dependencies across the platform • Wear many hats: Do whatever it takes to move the platform forward, and take on new areas of ownership as priorities evolve

• Telephone and written customer support (inbound) in the tourism sector • Provide sales-oriented assistance to customers during trip planning • Advise customers on the client’s products • Ensure customers are satisfied and willing to call again • Document and follow up on phone calls

• Provide telephone and written inbound customer support in the travel/tourism sector • Support customers in their holiday planning with a sales-oriented approach • Advise customers on the client’s products • Ensure high customer satisfaction so customers are happy to return • Document and follow up on phone calls

• Manage end-to-end customer interactions (via phone, email, and live chat) in Dutch and English • Handle delivery tracking, returns, refunds, payment queries, and shipping investigations • Partner with logistics/courier services, financial institutions, and internal departments to solve complex issues • Handle sensitive customer data securely, complying with GDPR and PCI standards • Contribute ideas to optimize processes and elevate overall team performance