Customer Service Advisor (Dutch Speaking)

Contract: 6 Months | Office-Based

We are currently seeking a fantastic Dutch-speaking Customer Service Advisor to join a well-established retail brand.

Our client is a dynamic, fast-growing customer management business, delivering outsourced customer service solutions to an impressive portfolio of blue-chip brands. This is an exciting opportunity for a customer-focused professional who is passionate about delivering outstanding service across multiple channels.

Key Accountabilities

• Act as a brand ambassador, representing the client with professionalism at all times
• Deliver consistently high levels of customer service
• Ensure customers can communicate with ease through fast, accurate, and consistent support
• Put the customer at the heart of every interaction
• Demonstrate a genuine passion for service excellence
• Achieve all personal KPIs and performance targets
• Take full ownership of personal development and continuous learning
• Participate willingly in all training provided by the Training Manager or client

Our goal is to work as a team to meet, deliver, and where possible exceed client expectations and Service Level Agreements (SLAs).

Main Activities

• Serve as the first point of contact for all customer queries
• Take ownership of investigating and resolving customer queries and complaints, aiming for first-contact resolution
• Proactively prevent escalations and manage returns, exchanges, order status queries, and delivery timelines
• Deliver exceptional customer service via telephone, email, webchat, and social media
• Update and maintain accurate customer records, ensuring all actions are clearly logged
• Keep customers informed of progress and outcomes
• Escalate sensitive or brand-impacting issues to managers when necessary

Job Responsibilities

• Follow agreed customer service processes while recognizing when flexibility is needed to enhance customer satisfaction
• Identify broken processes affecting customer experience and suggest improvements
• Escalate sensitive customer issues through appropriate channels
• Capture all information clearly, concisely, and without spelling errors
• Consistently deliver optimum service quality
• Build trust through an open, honest, and empathetic approach
• Use initiative to raise operational or technical concerns promptly

Requirements & Skills

• MUST speak, read, and write Dutch fluently
• MUST be able to work from the office
• Proven passion for delivering excellent customer service with empathy
• Strong social service etiquette and adaptability across customer interactions
• Excellent written and verbal communication skills
• Confident interpersonal skills with the ability to engage at all levels
• Ability to multitask, prioritise, and meet tight deadlines in a fast-paced environment
• Calm and composed under pressure
• Experience in a customer-facing role
• Strong teamwork skills
• Confident IT literacy
• Professional, flexible, driven, and eager to learn

Additional Information

• Working Hours: Willingness to work irregular shifts, including weekends (Operating hours: Mon–Sun, 07:00–22:00 NL time)
• Salary: Market related
• Contract Type: Fixed-term – 6 months

Important Information

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.

Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: recruitment@surgo.co.za