Functieomschrijving Customer Service Representative - SaaS Company - Utrecht My client is a global leading provider of software-as-a-service (SaaS). The company are looking to recruit a Customer Service Representative to join the business. The role will be responsible for providing frontline customer & engineering support in a fast paced, growing software company. This is a great opportunity to join a business that offers both a great working environment and progression throughout the company. The role will include:Handling incoming calls from customers and engineersHandling emails from customers, colleagues and 3rd party engineering providersIdentifying customer concerns and issues, taking the necessary action to resolve the issue within the duration of the call.Liaising with internal support teams - Development, Finance or Sales - to resolve/escalate issuesLiaising with engineering sub-contractors to schedule service callsFollowing up both internal and external parties to ensure customer issues are addressed in a timely mannerEnsuring all engineering issues are identified and escalated in accordance with company handling policy and guidelines The ideal candidate will have:Previous Customer support / service experienceTechnical IT background is an advantageExperience with Salesforce/CRM applications is advantageousBoth great communication and listening skillsThe ability to be sensitive to the needs of the customer and work hard to achieve a satisfactory outcome for both parties If you feel that you have the skills and experience to succeed in this role, please apply today!