Customer Service Incident Coordinator (Dutch Speaking)

Location: Contractual Remote – UK; night shift Monday to Friday, 22:30–07:00; occasional in-person attendance at work-related events may be required.

Company

hirify.global is a global business whose Sontiq identity protection and cyber safety division helps consumers affected by identity theft, fraud, and data breaches protect and restore their identities.

What you will do

• Conduct telephone interviews and gather information about fraud, data breach, and identity theft incidents.
• Review case information, assess incident severity, determine next steps, and escalate cases requiring specialist support.
• Provide empathetic customer support, explain available services and recommended actions, and manage expectations throughout resolution.
• Coordinate communications between customers, clients, internal subject matter experts, creditors, government agencies, and other third parties.
• Document case information and supporting evidence to support identity restoration, remediation, and accurate record keeping.

Requirements

• Fluency in Dutch and English, both written and verbal.
• Previous customer service experience, ideally in a fast-paced, customer-facing, or support environment.
• Strong communication and interpersonal skills, including the ability to build trust and provide clear guidance during sensitive situations.
• Ability to review information, assess customer needs, and make informed decisions when managing incident-related cases.
• Strong organisation and attention to detail, with the ability to manage multiple cases and maintain accurate records.
• Proficiency in Microsoft Office, including Outlook, Word, and Excel.
• Ability to document, maintain, and manage customer case information in internal systems.
• Experience with customer service, case management, or customer relationship management platforms.

Culture & Benefits

• Full-time remote work under a UK contractual arrangement, with occasional work-related events.
• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days, a birthday bonus day, private healthcare, and physical, mental, and financial wellbeing programmes.
• Contributory pension scheme and access to the hirify.global Employee Stock Purchase Plan.
• Flexible policies, diversity forums, inclusion support, and reasonable adjustments during recruitment.
• Salary and bonus scheme; training and development opportunities may be available for candidates who do not meet every essential or desirable skill.

Hiring process

• Most interviews are conducted virtually by phone and video; the recruiter will notify candidates if an in-person interview is required.
• Recruitment agencies should not submit unsolicited CVs; only agencies on the company’s PSL may be contacted for assistance.