Customer Care Specialist (Dutch speaking)

SpotLIGHT of the job

Do you enjoy solving problems, working closely with customers, and making a real impact on customer satisfaction? Are you motivated by understanding technical challenges and turning them into effective solutions? Are you fluent in Dutch and English?

If so, join us as a Customer Care Specialist (Dutch speaking) in our Global Business Centre in Nis! In this role, you will play a key part in ensuring customer satisfaction and loyalty by managing customer inquiries and complaints related to our products and services.

Responsibilities

• Enter and manage technical, logistics, and internal sales complaints in the SAP system across the full product range.
• Perform failure analysis and troubleshooting via phone or by coordinating on-site visits with Customer Care Service Engineers or service partners.
• Define and document field solutions, including spare parts specification and repair procedures.
• Identify root causes using analytical methods and, in coordination with Quality Solution teams, allocate costs to the responsible party.
• Support continuous improvement initiatives by identifying trends and improvement opportunities in collaboration with Global Customer Care, Quality Solution, Sales, Marketing, PM, and Logistics teams.
• Generate customer invoices in the sales system for claims identified as customer responsibility.
• Recognize potential revenue opportunities arising from technical inquiries and ensure relevant information is shared with the Sales team.
• Support the preparation of complaints data for escalations and continuous improvement discussions.
• Work closely with Quality, Sales, Marketing, PM, and Logistics teams to flag product and application-related issues.
• Reference: BlHocarkwkIo0ZOO30_6Hra953sqM7F0t9Ey5GcFMdbrvSHomp9F8Yh8zgkdozth

Skills & Experience

We encourage you to apply even if you do not meet all the requirements. Your motivation and potential matter more than perfection.

• Educational background in business administration or a comparable qualification.
• Previous experience in customer care or complaints management is an advantage.
• Strong interpersonal, problem-solving, and decision-making skills with the ability to communicate effectively at all organizational levels.
• Ability to stay calm under pressure, take ownership, and drive issues to resolution.
• Self-motivated with the ability to prioritize workload and meet deadlines.
• Ability to explain technical topics to both technical and non-technical customers.
• Mandatory experience working with MS Office applications. SAP and Salesforce experience is an advantage.
• Very good verbal and written Dutch and English skills. Additional French skills would be considered as an advantage.

What we offer

• A truly international team - work with colleagues from different countries and cultures.
• Employee well-being and family support programs – private health insurance and various initiatives to support families and parenting.
• Social gatherings and community events – designed to foster connection and collaboration among employees.
• Personal growth - training opportunities accessible internally and externally.

At the Zumtobel Group, we not only understand the power of the visible, but also the invisible. Like light itself, diversity cannot be grasped but it can be perceived. We appreciate the uniqueness of each individual and recognise it as a driver of innovation. Qualified applicants will receive consideration without regard to e.g.: race, colour, sex, religion, age, sexual orientation, gender identity/expression, or disability.

Ready to be a part of Zumtobel’s growing team? Apply today, we look forward to meeting you!