As a Senior Customer Support Executive at Nivoda, you'll play a vital role in ensuring our customers have a seamless journey with Nivoda. Your main responsibilities include answering customer inquiries via live chat, WhatsApp, and email, handling day-to-day client issues related to logistics, orders, website bugs, and serving as the voice of the customer internally.
Responsibilities
Answering customer inquiries via live chat, WhatsApp, and email
Handling day-to-day client issues related to logistics, orders, website bugs
Responsible for verifying and validating incoming warranty requests, maintaining warranty logs, administering warranty processes, and ensuring customer satisfaction.
Compensation
Salary ranges listed are dependent upon a candidate’s qualifications, experience, internal equity, and the budgeted amount for the specific role and location.
Responsibilities
Verify and validate incoming warranty requests from all divisions at TAS
Maintain active log of warranty activity including correspondence with customers and manufacturers using Zendesk
Administer collection and return of all manufacturer-required defective components
Administer inventory items used for warranty purposes and ensure proper stock replacement practices
Handle customer complaints independently and on time, focusing on German-speaking markets, while performing root cause analysis and ensuring regulatory compliance.
Responsibilities
Handle customer complaints independently and on time
Systematically analyze the reasons for complaints to identify operational weaknesses and initiate sustainable process improvements
Make well-founded decisions regarding goodwill arrangements within defined guidelines
Craft clear, empathetic, and comprehensive responses to complaints ensuring regulatory compliance
Identify potential operational or legal risks at an early stage and support their minimization
Requirements
Completed training in banking or insurance, the legal field, or comparable areas
Nice to have: Dutch fluency
Nice to have: Financial services industry experience
Support customer service and e-commerce improvements by defining and improving customer service ticketing workflows and supporting the rollout and integration of an e-commerce platform.
Compensation
Compensation: €2,000 – €2,650/month net, depending on experience and seniority level.
Responsibilities
Define and improve customer service ticketing workflows
Support e-commerce platform rollout and integration
Map processes and clarify ticket categories, routing rules, and service-level expectations
Document functional requirements and user stories in Jira
Lead and manage cloud operations and IT Service Management across AWS and SaaS environments, ensuring high availability, security, and cost efficiency while driving continuous improvement and stakeholder engagement.
Responsibilities
Lead the administration and strategic oversight of Linux and Windows server environments
Direct the configuration, customization, and management of service management platforms including ServiceNow, Jira Service Management, and Zendesk
Enforce ITIL v4 best practices to govern service delivery and process improvement
Manage complex P0, P1, and P2 major incidents as Incident Commander
Oversee AWS cloud operations and SaaS infrastructure with FinOps strategies
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