Customer Service Incident Coordinator (Dutch Speaking) - 12 Month FTC (Cybersecurity)

Location: Contractual Remote – UK; occasional in-person attendance at work-related events may be required.

Company

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

What you will do

• Conduct telephone interviews and gather information about fraud, data breach, and identity theft incidents.
• Review case information, assess incident severity, and determine appropriate next steps.
• Provide empathetic customer support, explain services and remediation options, and manage expectations throughout resolution.
• Document case information and supporting evidence for identity restoration and remediation activities.
• Communicate with customers, clients, creditors, government agencies, third parties, and internal subject matter experts.
• Escalate cases requiring specialist support and coordinate related communications, meetings, and updates.

Requirements

• Fluency in Dutch and English, written and verbal, is required.
• 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 guide customers through sensitive situations.
• Ability to review information, assess customer needs, and make informed decisions on incident-related cases.
• Strong organisational skills 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, 12-month fixed-term contract with an evening shift from Saturday to Wednesday, 16:30–01:00.
• Remote working in the UK, with occasional work-related events or physical interviews when required.
• 26 days of annual leave plus bank holidays, increasing with service.
• Global paid wellness days, a bonus birthday day off, private healthcare, and wellbeing programmes.
• Contributory pension scheme, access to the Employee Stock Purchase Plan, and diversity and inclusion communities.
• Flexible working arrangements may be discussed, including part-time options; training and development support is available.

Hiring process

• Most interviews are conducted virtually by phone or video; the recruiter will advise if an in-person interview is required.
• Reasonable adjustments for the application or interview process can be requested from UK Recruitment.
• Unsolicited CVs from recruitment agencies are not accepted.