Customer Service Incident Coordinator, Dutch Speaking

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

📋 Description

• Conduct telephone interviews with customers to collect information 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 throughout the resolution process.

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

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

• Draft correspondence and communicate with creditors, government agencies, and other relevant third parties.

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

• Assist clients and customers in understanding issues related to breaches and identifying necessary remediation steps.

• Escalate cases that require specialized support and coordinate communications, meetings, and updates among relevant teams.

• Report directly to the Associate Lead, Customer Support Operations.

⛳️ Requirements

• Proficiency in Dutch and English, both written and spoken.

• Prior experience in customer service, preferably in a fast-paced, customer-facing, or support role.

• Excellent communication and interpersonal skills.

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

• Strong organizational skills and meticulous attention to detail.

• Ability to juggle multiple cases while maintaining accurate records.

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

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

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

• Willingness to work the night shift from Monday to Friday, 22:30–07:00.

🏝️ Benefits

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

• Global paid wellness days off.

• 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 for physical, mental, and financial wellness.

• Access to mindfulness tools.

• Involvement in diversity forums and communities.

• Opportunities for training and development.

• Flexible working policies and practices.

• Reasonable adjustments made to the recruitment process and interviews.