Taking applicationsVoice Support·Posted 14h ago
Second Line Support Agent
HelloFreshVerified company
Amsterdam, North Holland, Netherlands
Pay
Not listed
Job type
Full-time · On-site
Hours
EU hours
Location
Amsterdam, North Holland, Netherlands
DutchMid level
About the role
A second-line customer care role at HelloFresh in Amsterdam handling complex complaints, food safety incidents, escalations, and public responses on social media and review sites. It requires native Dutch and offers hybrid work, but the listed location and language requirement restrict it to the Netherlands.
What you'll do
- Handle escalated cases from first-line, QA, Legal, and other teams
- Resolve complex complaints and food safety incidents
- Issue appropriate compensation within guidelines
- Report food safety incidents to FSQA
- Respond to comments, DMs, and mentions on Instagram, X, and Facebook
- Manage presence on review platforms such as Google Reviews and Trustpilot
- Escalate sensitive or high-risk social media conversations to PR or Marketing
- Coordinate with QA, Legal, PR, and Marketing
What you'll need
- Native Dutch speaker
- Experience in a customer-facing role
- Complaint handling or escalation management experience
- Strong written communication skills
- Ability to manage multiple cases and channels
- Calm and empathetic approach
- Sound judgment on when to escalate
Skills
Complaint handlingEscalation managementWritten communicationSocial media responseAttention to detailEmpathySound judgment
Benefits
Paid time offEquipment providedRemote work allowanceHealth insurance discountPension schemeCareer growthLearning budgetDiscounts on HelloFresh and Factor_
Interested? Sign up free to apply
Create your free Remote account to apply with your profile and resume, and see every hand-picked remote role in one place.