Customer Support Representative

At Lefebvre Sdu, we are building the next phase of our organization, in which we translate our strong substantive foundation in the fiscal and legal domains into digital solutions using data, technology, and AI.

As a Customer Support Representative, you are an important link between our customers and the commercial team. You will work within a Customer Success team of approximately 32 colleagues and three team leaders, ensuring that customer inquiries are handled quickly and professionally.

Contact with customers takes place largely via a ticketing system (Freshdesk), email, and telephone. Approximately 70% of customer contact occurs via email and 30% via telephone.

You help customers with questions regarding our products and services and, in doing so, identify commercial opportunities for the sales team.

• You support business customers with questions about our products and services.

• You handle customer inquiries via Freshdesk, email, and telephone.

• You register customer contact and activities in Salesforce.

• You process sales activities administratively, such as contract management and invoicing.

• You identify commercial opportunities and pass them on to the sales team.

• You contribute ideas for improving customer processes and service.

• You work closely with colleagues from Customer Success, sales, and other teams.

Development and growth opportunities
This position is an excellent starting point within Lefebvre Sdu. You will get to know our products, customers, and processes well and work together with various teams within the organization. Because Lefebvre Sdu is constantly evolving, regular opportunities arise to grow, for example towards Customer Success, sales, business development, or other roles within the organization.

Who are we looking for?
You are service-oriented, a fast learner, and can easily switch between different customer inquiries. You enjoy working in a dynamic environment and communicate clearly and professionally with business customers.

In addition, you bring the following:

• MBO+ or HBO level of work and thinking.

• Available for 32 to 36 hours per week.

• Experience in a service-oriented role, for example in customer service, sales support, or commercial inside sales.

• You work in a customer-oriented manner and think in solutions.

• You are proactive, structured, and switch easily between different tasks.

• You have excellent communication skills in Dutch.

• Experience with systems such as Freshdesk, Salesforce, or similar tools is a plus.

• Affinity with AI and technology is a plus, for example, an interest in solutions such as our AI tool GenIA-L.

Together, we are building an organization that is constantly evolving. From our strong substantive foundation, we are developing digital solutions in which technology, data, and expertise come together. In doing so, you will be given the space to take initiative, develop ideas, and help build the next step. You will join an engaged and informal organization where collaboration is central and a healthy work-life balance is a matter of course. Naturally, good conditions go along with that.

You can count on, among other things:

• A 36-hour work week (full-time) with a gross monthly salary between €3,090 and €3,400, depending on your experience and expertise.

• 20 vacation days based on full-time employment, in accordance with the collective labor agreement (CAO) for the Publishing Industry.

• A personal choice budget of 12% of the gross annual salary, of which 8% is holiday allowance and 4% is flexibly deployable, for example, for the purchase of extra vacation days.

• A fixed year-end bonus of 4% of the gross annual salary.

• A profit-sharing scheme that can amount to up to 6%, depending on the achieved company results.

• A good pension scheme via pension fund PGB, including supplementary partner insurance.

• A hybrid working environment with a work-from-home arrangement and a home-working allowance.

• Collective insurances.

• A travel allowance of €0.25 per kilometer or a public transport allowance, and we offer an attractive bicycle scheme. For employees with a commuting distance of less than 10 km or more than 60 km, we have an adjusted scheme.

• Space for professional development through education, training, and courses.

• A modern workplace at our office in The Hague, within walking distance of Voorburg station.

Lefebvre Sdu has a rich history as a knowledge partner for fiscal and legal professionals. With professional literature, education, and training, we have built a solid substantive foundation.

From that foundation, we are further developing into a digital knowledge and technology partner, in which content, software, data, and AI come together. With our platforms and tools, we help professionals make faster and better-supported decisions.