Customer Support (Dutch Student Job)

 

Your mission is to keep students and editors perfectly satisfied while facilitating the work of your colleagues and Scribbr’s editors.

Who are we?

Founded in 2012 by two ambitious students in Tilburg (the Netherlands), Scribbr started as a Proofreading & Editing company with only one editor. Today, our team of more than 800 editors, citation and layout experts worldwide provides proofreading and editing in 10 different languages to help students achieve their academic goals.

Combining years of experience in academic writing with technical know-how, we have successfully expanded our service portfolio by electronic tools like the Plagiarism Checker, Citation Generator, Citation Checker and a public Knowledge Base, which is used by millions of students and educators every year.

We’re proud to be a trusted brand in EdTech and continue to strive to make students 100% happy.

About the job

We are looking for a motivated Dutch-speaking university student to serve as the first point of contact for our students and editors. You’ll be responsible for selecting the right editors for new orders, keeping an eye on the editor's deadlines and following up on reviews. By answering questions from students and editors via phone, chat, and email, you will make sure that students receive the help they need.

At Scribbr, you're not just sending out email templates and following a call protocol. You'll be working with our very own CRM system, in an environment where you're encouraged take initiative and provide feedback, whilst balancing a wide array of tasks such as:

• Helping out with quality management

• Planning & assigning orders

• Assisting editors

• Providing personalized customer support

• Solving complaints according to our 100% happiness guarantee

What will your day look like?

08:30 – You leap up the stairs, quickly grab a cup of coffee and start up your computer. You have enough emails, chats and orders to keep you busy for the next few hours. You take that first delicious sip of coffee, and you’re ready to get started.

11:20 – An editor from South Africa contacts you via the chat to tell you she has suddenly become ill and won’t be able to complete her order. Her deadline is tomorrow, so you need to work quickly! You make a few calls and eventually find an editor who can help you by taking over the order. The success is sweet. 😊

12:00 – After a busy morning full of chats and emails, it’s time for your daily healthy lunch with your colleagues.

13:15 – A Dutch student with whom you’ve had a lot of contact in the past few days has submitted a review. Great news – she passed! You send the student a message to congratulate her and email the editor to acknowledge a job well done. Within 5 minutes, you receive a ‘thank you!’ from the editor. Nice!

16:00 – Time for a snack (healthy or not, you decide 😉). After your pick-me-up, you update the support manager on what you’ve been up to for the past few hours. You also share an idea for a new FAQ item and point out a bug that you noticed on the .nl website.

17:00 – You process some final open emails and orders, and then you get ready to hand things over to your colleague on the evening shift. That one Dutch order that is still awaiting payment is especially important to flag!

Who will you be working with?

You will work with everyone in the company, but you’ll probably work most closely with the rest of the support team.

About you

• A Dutch current university student, living in Amsterdam

• Refined communication skills in Dutch (native level) and English are a must. Other languages are a plus.

• Experience in customer service or the hospitality industry is an advantage

• Available for at least 16 hours/week - including evenings and weekends

• An enthusiastic, inquisitive and enterprising attitude

• A fast learner who is flexible and copes well under pressure.

• You can start on the 1st of August 2023

What do we offer?

🏢 Work at an international company in the heart of Amsterdam

🚀 A fast, ambitious and informal team atmosphere

🥂 Weekly team drinks and monthly team parties

🛥️ Rides on our Scribbr boat

📈 A growing, diverse, and international team of 18+ different nationalities

💰 Pay of €14.80 per hour and a guaranteed pay raise after six months

🥡 Free lunch & dinner, and unlimited snacks & fruit

📄 Employee discount on all our services

🏋️‍♀️ Discount and extra credits on a ClassPass monthly subscription

and more ...

Do you want to join our team as our new Dutch Support hero?

APPLY HERE