Customer Service Advisor- Dutch & English

Ref. Number:
Customer Service/Helpdesk
Contract info:
Language(s) required:

Dutch (Fluent)
English (Fluent)
€ 2300 - € 2400 Monthly
Start date:
7 months contract with view to extension
Harish Kumar
Call: TBC


Would you enjoy being part of an innovative organisation where everyone’s ideas are important, success is shared and people are trusted? How about one where being and thinking unconventionally is encouraged and making your customers the heroes is the norm? If you want to work as part of the innovative team, being the primary contact and service provider for our clients and their customers, Ensuring quality operational services are delivered to all our business partners and associates. If this role of Customer Service Advisor sounds like your dream company, then don’t hesitate, apply today.


Job Profile for Customer Service Advisor
Responsibilities will include but not be limited to:

Customer Service

  • Answer customer service queries and record insurance information from customers, insurance brokers and insurance companies
  • Manage incoming call volumes/enquiries within agreed time scales as set out within the ‘Best Practice’ document
  • Ensure that all information provided is verified and recorded accurately within the company system
  • Maintain an effective working relationship with Lessors, Customer’s Insurance Brokers/Companies and Suppliers providing the highest standards in customer service at all times
  • Deal with all correspondence within agreed time scales ensuring that our client’s insurance criteria is met
  • Support our client/customers by adopting a professional manner at all times when undertaking any form of communication whilst representing company Insurance Management or its business partners
  • Ensure that the diary system is fully up to date at all times with the case information so that any member of the team can review a case at any time
  • Able to prioritise workloads on a daily basis to ensure company/Lessor/Supplier service level agreements are met if not exceeded
  • Able to deal with any complaint/expression of dissatisfaction made within agreed steps as set out with our complaints handling policy
  • Liaise with the senior management team regarding any issues which may arise
  • Support fellow team members to ensure that business as usual is maintained
  • Act as mentor/buddy to less experienced staff to ensure that they reach the required standard
  • Adhere to the ‘Best Practice’ document at all times
  • Carry out any additional duties which the company may require from time to time


  • Obtain an appropriate statement according to the value and type of loss from the parties reporting the claim
  • Investigate and gather all necessary documentation/evidence required to verify the loss
  • Determine types of loss
  • Evaluate coverage in place
  • Estimate amount of loss or damage and set reserve: revise as needed throughout the investigation
  • Enter information into the claims system after obtaining pertinent facts regarding the loss
  • Notify insurer of claims outside the delegated limit of authority
  • Proactively chase outstanding information/documents in accordance with agreed standards
  • Notify customers of any delays with their claims
  • Notify insurers immediately of any claim with questionable coverage, for their evaluation
  • Investigate potential subrogation , contribution, recovery and salvage
  • Arrange for damaged equipment to be inspected and cause of loss ascertained
  • Arrange for repair or replacement of the equipment with an approved supplier
  • Review all documents and facts to determine the type of settlement
  • Instruct an outside adjuster if the claim is over the limit of authority
  • Comply with recommendations made by insurer, and/or internal auditors
  • Ensure that complaints are handled in accordance with FCA and insurers guidelines
  • Prepare and issue payments
  • Prepare and send claims bordereaux
  • Provide external contact with Customers/ Lessor/ Insurance Brokers/Companies/ Suppliers and Loss adjusters

Candidate Profile for Customer Service Advisor

  • Fluent in Dutch, and English, both written and spoken, German would be a plus
  • Be educated to an acceptable level country specific
  • Previous claims experience is desired
  • Able to work as part of a team and on an individual basis
  • Be customer service oriented
  • Good communication and interpersonal skills
  • Flexible, self-motivated, conscientious and organised
  • Have attention to detail
  • Problem solving and conflict resolution skills are highly desired

What Our Client Offers

  • Life insurance, pension and medical insurance
  • An annual pay rise (at the moment, it is 3%)
  • Quarterly bonuses based on performance (up to 2%)
  • Every month the two best achievers of the month get a bonus of 250€
  • Lots of possibilities to grow
  • Induction is around 3 weeks
  • Holidays are typically 22 days, increasing by 1 every full year, up to 25