Customer Service Expert CIT

As a Customer Service within our Customer Service Incident Team, you are the specialist who handles our most complex material damage and bodily injury claims. You serve as the bridge between customers facing difficult situations and our internal teams, ensuring incidents are resolved with expertise, empathy, and efficiency. Your role demands sharp judgment to assess incident severity, exceptional communication skills to navigate sensitive conversations, and the ability to coordinate seamlessly with Legal, Quality, and external insurance partners to achieve optimal outcomes.

AREAS OF RESPONSIBILITY

• Expert Customer Contact: Handle complex inquiries and sensitive complaints via phone and email with professional expertise
• Advanced Problem Solving: Investigate challenging cases, ask probing questions, and develop comprehensive solutions
• Emotional Intelligence: Demonstrate exceptional empathy when supporting customers through difficult situations, maintaining calm professionalism while gathering critical information
• Solution Architecture: Think strategically with customers to identify the best path forward, ensuring conversations conclude positively
• Decision Making: Make informed judgments on claim validity, including the difficult decision to deny claims when necessary
• Process Excellence: Ensure meticulous adherence to claim handling procedures while knowing when and how to escalate appropriately
• Cross-Functional Collaboration: Work seamlessly with Legal, Insurance, Quality teams, and external partners to deliver optimal resolutions

Experience & Education

• Education: Completed MBO-4 diploma plus specialized Claim Handling course (HBO level) or equivalent professional experience
• Experience: Minimum 2 years in customer-facing roles, with proven experience in complex case handling and claim resolution
• Language Proficiency: Fluent in Dutch and English (oral and written); additional European languages are highly valued
• Technical Skills: Proficient with case tracking applications and Customer Service systems
• Are you a natural problem-solver who thrives on finding creative resolutions and able to stay focused on core with a genuine ability to see situations through the customer's eyes? We are looking for you!
• Join our growing team and make a meaningful difference in customers' lives during challenging product incidents, while developing expertise in complex claim resolution.