Customer Service Officer

About bidX

bidX is a web services company that has the mission to start, grow and finance Small and Medium Sized Enterprises (SMEs) in emerging markets. bidX is a Software as a Service company established by BiD Network Foundation and Sampoerna Foundation. We operate the websites www.bidnetwork.org and www.bidx.net which feature over 50,000 members, 12,000 entrepreneurs, 1,500 mentors and 120 investors.

bidX’s main clients are intermediaries that provide business and financial services to entrepreneurs and investors in emerging markets. These clients subscribe to bidX to create and grow their own online community of entrepreneurs, mentors and investors. bidX’s clients are intermediaries, in a B2B sales model. Nevertheless, bidX must also serve the customers of its clients in a B2C approach.

Customer Services Officer

We are looking for a cheerful person who enjoys being the first point of contact for www.bidnetwork.org and www.bidx.net clients and users and supporting our online and offline services in various ways.

Tasks

• Customer support to platform users, handling emails, etc.;
• Admin tasks in the platform, such as user accreditation and CMS updates;
• Preparing user functionality instructions and Q&A;
• Maintenance of applications used for web support (updating Zendesk and synchronization with other applications used in bidX, like Jira);

·        Support of the release cycle of our online products by handling the communication and functional testing;

·        Customized support to online group owners in creation and use of groups, standardization and optimization of these services;

• Collecting, reporting, prioritizing and coordination of resolution of bugs and feedback on online functionalities with development team;
• Running email-marketing campaigns;
• Surveying on satisfaction about new tools.

Your skills and competences:

• Higher education degree;
• Service oriented, proven experience with customer support;
• Great affinity with working with software systems, such as CMS (e.g. Word Press), CRM (e.g. Sugar CRM), ticketing system, marketing analytics and social networks;
• Excellent office skills, in particular Excel;
• Excellent communication skills, in particular writing;
• Excellent in English and in 2 other world languages such as French, Spanish and/or Arabic;
• Hands-on and flexible;
• Ability to work under time pressure, whilst offering high quality of support;
• Precision when it comes to working with a ticketing system and filing emails;
• You are permitted to work in the Netherlands/EU;
• Affinity with business, finance and economic climates in developing countries and the mission of bidX.

The Customer Services Officers is based at our office in Amsterdam and is available for 32-40 hours per week.

Application process

Please apply before 31 August 2013 by submitting your motivation letter and CV tojobs@bidnetwork.org. For any questions about the application process and the organization, please contact Ingrid Desmet at ingrid.desmet@bidnetwork.org or +31(0)20 7555 000. For any questions about the position, please contact Annemarie van Mossel atannemarie.vanmossel@bidnetwork.org or +31(0)20 7555 000.