Customer Service Incident Coordinator (Dutch Speaking)

Location: Remote, United Kingdom; occasional in-person attendance at work-related events may be required.

Company

hirify.global's Sontiq business provides identity protection and cyber safety services to help consumers affected by identity theft, fraud, and data breaches.

What you will do

• Conduct telephone interviews with customers affected by fraud, identity theft, and data breaches.
• Review case information, assess incident severity, and determine appropriate next steps.
• Provide empathetic support, clear guidance, and regular updates throughout incident resolution.
• Collect and maintain case information and supporting evidence for identity restoration and remediation.
• Communicate with creditors, government agencies, clients, and other third parties when required.
• Escalate cases requiring specialist support and coordinate communications across relevant teams.

Requirements

• Fluent Dutch and English, both written and verbal.
• Previous customer service experience, preferably in a fast-paced, customer-facing, or support environment.
• Strong communication, interpersonal, organisational, and decision-making skills.
• Ability to manage multiple cases, maintain accurate records, and provide guidance during sensitive situations.
• Proficiency in Microsoft Office applications, including Outlook, Word, and Excel.
• Experience with customer service, case management, or customer relationship management platforms.

Culture & Benefits

• Remote work with a shift-pattern schedule.
• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days and a bonus birthday day off.
• Contributory pension scheme, employee stock purchase plan, and private healthcare.
• Physical, mental, and financial wellbeing programmes, diversity forums, and inclusive workplace policies.

Hiring process

• Most recruitment stages are conducted virtually by phone and video.
• A recruiter will provide advance notice if an in-person interview is required.
• Reasonable adjustments are available during the application and interview process.