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Customer Care Specialist

€2,538 - €2,700 per month

Job description

Join Brenger on our mission to optimally use every van on the road! Because that makes everyone happy: the courier, the environment and our customer. Win-win-win!


From our office in the heart of Amsterdam, as a Customer Solutions Specialist at Brenger, you represent the voice of the customer, ensuring fair and competent treatment for all customers while addressing their concerns and feedback. Where a solution is lacking, the Customer Solutions Specialist will help the team formulate one and improve our policies, processes and communication to ensure our consumers can continue to enjoy excellent support. You contribute directly and visibly to Brenger's success!


About Brenger

Brenger is a clean-tech startup based in Amsterdam, founded in October 2016 by Wisse and Derk. Our transport platform makes transporting large items (such as bikes, cupboards or sofas) easy for everyone. Brenger provides these transports by using the empty space in vans that already drive around. This mission, "to fill every courier van on the road", is win-win-win: we make transporting large items easy and inexpensive, our couriers make more money, and we save CO2 by driving fewer kilometers. Since inception, we have avoided more than 14,885,871 unnecessary kilometers, saving 3,187 tonnes of CO2: impact report 2022.


Since our launch in 2016, we have grown considerably. Brenger started in the Netherlands, recently also became active in Belgium and Germany, and we are about to scale up even further. There are some exciting years ahead in which we want to grow substantially and professionalize further to cope with this growth. In short: a close-knit and ambitious team with big plans to roll out Brenger throughout Europe!

What will you do?

As a Customer Care Specialist, or a Customer Solutions Specialist as we call it, you are responsible for representing the voice of the customer. You ensure that all customers are treated fairly and competently, and that their concerns/feedback are heard and answered. The Customer Solutions Specialist is a fixed beacon of knowledge who will ensure consistency in the way of working and communication within the Consumer part of the Customer Solutions team. You will be the owner of the daily consumer operation and the go-to person on this topic. Your tasks will roughly be divided as followed:

    Consumer Support (60%):

    • Responding to consumers via phone, chats, and email tickets.
    • Providing ad-hoc feedback to junior agents.
    • Assisting with escalations such as unusual damage claims and complaints.
    • Enforcing policies and SLAs.
    • Reporting bugs/issues to Team Lead/Manager.


    Training agents in their onboarding period and on the job (20%):

    • 1 onboarding day for Junior Solutions agents (Consumer).

    • Ad-hoc feedback to the Junior Solutions agents.

    • Support with escalations e.g. unusual damage claims and complaints.

    • Leading by example as a Customer Solutions Specialist.


    Owning Consumer Feedback (20%):

    • Managing review platforms (Google Reviews, Trustpilot, etc.).
    • Ensuring complaints are handled promptly and professionally.
    • Monitoring consumer damages and complaints.
    • Reporting consumer feedback to leadership for process improvement.
    • No-Offer Management: making sure that the transports of today, tomorrow and the day after tomorrow are claimed by a courier


We offer:

  • A salary between €2.350 - €2.500 per month (on a 40-hour basis), excluding holiday pay (including holiday pay, this amounts to €2.538 - €2.700 per month)

  • 25 holidays per year (on a 40-hour basis) and you are free on your birthday

  • A one-year contract for 32 to 40 hours a week

  • An office in the heart of Amsterdam next to the Vondelpark

  • Daily vegetarian lunch, snacks and fruit

  • A young and close-knit team with fun (team) events

  • Working in a dynamic start-up

Job requirements

Must have:

  • A minimum of C1 level Dutch and English, both written and verbal;
  • You are available for 32 to 40 hours per week;
  • You have at least 1 year experience in Customer service;
  • Ability to work under pressure and prioritise tasks efficiently;
  • You can work independently;
  • You have a team player mentality.

Nice to have:

  • Familiar with the dynamics of a platform, start-up and/or the transport sector;

  • Strong problem-solving skills;

  • Positive mindset and enjoy making people happy;

  • A fan of our sustainable business model.


    The Customer Solutions team:


    Career development

    There are many opportunities to grow with Brenger. From growing within your role to becoming a Teamlead or even Customer Solutions manager.


    Enthusiastic?

    Click on "apply" and send us your CV (or Linkedin profile) and answer a few questions. If we see a match, we will contact you to schedule an interview and meet the team in person. Still have a question? Send an email to julie@brenger.nl.


    Recruitment process

    Step 1: intro-call with Julie (People & Culture).

    Step 2: interview 1 with Amadeu (Customer Solutions Manager) and Julie (People & Culture)

    Step 3: Interview 2 which consists of two parts:
    - Part 1: with Amadeu (Customer Solutions Manager) and Tjeerd (COO), we will discuss a case together.

    - Part 2: get to know Derk (CEO & founder)

    Step 4: When we are both enthusiastic, we hope you will join our team as soon as possible.




    We look forward to meeting you! 🚀


    Feeling unsure if you meet all the requirements? No worries! Research shows that individuals from underrepresented groups sometimes hesitate to apply if they don't meet every criteria. But guess what? We don't fit perfectly into boxes either. Our company is all about equal opportunities and embracing diversity in the workplace. So, even if you don't see yourself perfectly fitting into our current team, we encourage you to apply.


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