Customer Service Incident Coordinator, Dutch Speaking

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Conduct interviews with customers over the phone regarding incidents of fraud, data breaches, and identity theft.

• Review and analyze case details to evaluate the nature and severity of incidents and determine appropriate next steps.

• Deliver professional, empathetic, and high-quality support to customers.

• Manage customer expectations by providing clear updates and guidance.

• Serve as a primary point of contact between customers, clients, and internal subject matter experts.

• Collect, document, and maintain information and supporting evidence for identity restoration and remediation efforts.

• Prepare correspondence and liaise with creditors, government agencies, and third parties.

• Clarify available services, support options, and recommended actions to customers.

• Assist clients and customers in understanding breach-related incidents and the necessary remediation requirements.

• Escalate cases that require specialized support and facilitate communication, meetings, and updates across teams.

⛳️ Requirements

• Proficiency in both Dutch and English, with excellent written and verbal communication skills.

• Previous experience in customer service, preferably in a fast-paced, customer-facing, or support environment.

• Strong communication and interpersonal abilities.

• Capability to review information, assess customer needs, and make informed decisions when managing incident-related cases.

• Excellent organizational skills and attention to detail.

• Ability to handle multiple cases while maintaining accurate records.

• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.

• Competence in accurately documenting, maintaining, and managing customer case information within internal systems.

• Experience with customer service, case management, or customer relationship management platforms.

🏝️ Benefits

• 26 days of annual leave plus bank holidays (increasing with service).

• Global paid wellness days off and an additional day off to celebrate your birthday.

• A generous contributory pension scheme.

• Access to the TransUnion Employee Stock Purchase Plan.

• Private healthcare coverage.

• Programs focused on physical, mental, and financial well-being.

• Access to mindfulness tools.

• Participation in diversity forums and communities.

• Opportunities for training and development.

• Flexible working policies and practices.

• Reasonable adjustments available in the recruitment process.

• Virtual recruitment processes available.