Customer care & technical support specialist

GN, which includes multiple brands, is a major player in the hearing aid industry worldwide, aiming to provide solutions that enhance life quality for those with hearing difficulties. As a part of our focus on quality, we are currently seeking a skilled and experienced Customer Care & Technical Support Specialist to join our team.

What will you be doing?

As a Customer Care & Technical Support Specialist, you will be part of a team that is genuinely focused on our customers, supporting them when they need assistance and showing them that we value them. Your role is to provide our customers with a quality, friendly, and professional service. Our customers are at the heart of everything we do, which means that we want to make things easy and right for them first time, every time.

It is a high inbound, customer-oriented team and the ability to work through tasks efficiently is essential. You will work within a skilled team, meeting performance standards for quality, volume, and resolution. You will be the first point of contact for our customer and are responsible for servicing customers on various channels including phone calls, emails, and social media.

Key Responsibilities;

• Develop a good relationship with customers to deliver a professional, personalised customer experience

• Manage customer calls and emails, taking orders, resolving queries and providing product support

• Effective CRM case management, registering customer interactions, including technical support and complaints to capture customer insights in compliance with regulatory and business requirements

• Active outbound support when required to customers to deliver a great experience

• Process orders in compliance with Corporate Work Instructions and in line with business quality targets

• Maintain service, systems, and product knowledge to support customers

• Work as one team across NW Europe to support all sites to meet goals and targets

Requirements for this role:

• Follow the HR policy including all company and department policies and procedures.

• Meet all performance and behavior expectations outlined in the company performance appraisal and / or communicated by management.

• Perform responsibilities as directed within expected time frames and with quality and professionalism.

• Follow good safety practices in all activities.

• Establish and maintain positive and productive work relationships with all staff, customers, and business partners.

• Exhibit the necessary behavioral and technical skills to finish position responsibilities.

• Safeguard sensitive and confidential Company information.

• You are required to have effective verbal and written communication skills in Dutch and English

• Verbal and written language skills in French are beneficial

• Attention to detail

• Fast, accurate data entry skills

What we offer:

• Salary that matches your experience and skills

• Induction period and full training, to get to know the Company, colleagues, our customers, products, and systems.

• Free parking

• 25 days holidays

• Pension

• Bonus scheme

• Life assurance

• Holiday allowance

• GN Family plan – Free/discounted hearing aids for family members

Type of employment: Full time

Salary: €2,500,00 – €3,000,00 per month

Languages:

• Dutch (Required)

• English (Required)

• French (Beneficial)

Work Location: Office based in Velp

Please note, this position is office-based in Velp with limited national and international travel required for best practice sharing and customer meetings.

We encourage you to apply

Even if you don’t match all the above-mentioned skills, we will gladly receive your application if you think you have transferrable skills. We highly value a mindset, motivation, and energy, that aligns with our core values, to not only ensure success for you, but for your team and the wider GN organization as well.

We are dedicated to an inclusive recruitment process and all applicants will receive equal consideration for employment.

Join us in bringing people closer
GN brings people closer through our leading intelligent hearing, audio, video, and gaming solutions. Inspired by people and driven by innovation, we deliver technology that enhance the senses of hearing and sight. We help people with hearing loss overcome real-life challenges, improve communication and collaboration for busi