Dutch-Speaking L1 Customer Service Representative

Service Desk Level 1 Agent serves as the first point of contact on behalf of the biggest QSR (Quick Service Restaurant) worldwide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.

Incident and Service Request Management

• Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email)
• Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure
• Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources
• Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information
• Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation
• Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure
• Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards

Customer Support & Communication

• Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle
• Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues
• Deliver clear communication regarding ticket progress, estimated resolution times, and next steps