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Efficy Group, the European home for Tribe CRM, efficy CRM, and Apsis, is seeking a Customer Care Officer L1 to own first-line support for Tribe CRM customers in the Netherlands. You will be the primary point of contact for customers via phone, chat, and ticket systems, handling incoming requests, resolving functional issues independently where possible, and escalating complex matters to appropriate support levels or teams.
In this role, product expertise directly compounds your impact: the deeper your knowledge of Tribe CRM, the more issues you resolve independently, and the greater your influence on support content and process improvements. You will report to the Head of Customer Care and work within an international team across multiple European markets.
Key Responsibilities:
- Provide first-line support as the primary customer contact via phone and ticket, resolving requests accurately and promptly
- Triage and escalate tickets: identify priorities, route to the correct support level or team, and verify proper closure
- Perform functional troubleshooting: analyze and resolve functional questions and issues within Tribe CRM
- Maintain customer records: log clear, concise notes after each interaction and identify recurring trends
- Contribute to knowledge base: write and maintain standard replies, troubleshooting guides, and internal documentation
- Stay current with product and market developments: monitor new functionalities and industry trends
What You'll Gain:
- Full ownership of first-line support for the Dutch Tribe CRM customer base
- Opportunity to become a genuine product expert with direct access to Product teams and higher support levels
- European perspective through collaboration with colleagues across multiple markets
- Participation in people experience programs and continuous learning initiatives
- Hybrid work arrangement with three days per week in the Utrecht office
Requirements:
- First hands-on experience in a customer-facing role, preferably in software or SaaS
- Strong problem-solving mindset: you investigate issues thoroughly before escalating and know when to stop and hand off
- Comfortable with Microsoft Office; familiarity with ticketing systems, CRM, or marketing technology is advantageous
- Ability to remain structured and calm during high-volume periods when multiple customers need assistance simultaneously
- Native-level Dutch language proficiency
- Full professional fluency in English
- Willingness to work hybrid with minimum three days per week on-site in Utrecht
