Customer Service Incident Coordinator, Dutch Speaking

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

📋 Description

• Conduct telephonic interviews with customers to gather information related to 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 among customers, clients, and internal subject matter experts.

• Collect, document, and preserve information and supporting evidence necessary for identity restoration and remediation.

• Prepare correspondence and communicate with creditors, government entities, and third parties.

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

• Assist clients and customers in understanding incidents related to breaches and the necessary remediation steps.

• Escalate cases that require specialist intervention and coordinate communication, meetings, and updates across relevant teams.

• Work evening shifts from Saturday to Wednesday, from 16:30 to 01:00.

⛳️ Requirements

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

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

• Excellent communication and interpersonal skills.

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

• Strong organizational skills with a keen attention to detail.

• Ability to handle multiple cases while maintaining accurate records.

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

• Ability to accurately document, maintain, and manage customer case information within internal systems.

• Familiarity 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 health care coverage.

• Wellbeing programs focusing on physical, mental, and financial fitness, including access to mindfulness tools.

• Opportunities to join diversity forums and communities.

• Training and development opportunities available.

• Flexible working policies and practices.

• Reasonable adjustments to the recruitment process.