Client Support Specialist

We help to strengthen resilience of vulnerable people exposed to hazards and crisis situations and we respond to disasters and conflicts to save lives and alleviate suffering. In the Netherlands with more than thirty thousand volunteers and internationally through technical assistance, supplies and money. Together we act before, during and after disasters to meet the needs and improve the lives of vulnerable people.

We do this without regards to nationality, race, religious beliefs, class or political opinion. Our seven principles guide our humanitarian work: humanity, impartiality, neutrality, independence, voluntary service, unity and universality.

The International Assistance division is responsible for all Netherlands Red Cross international support for victims of disasters and conflicts and for vulnerable people exposed to hazards.

Client Support Specialist

32-40 hours/week, The Hague

This is an excellent opportunity to join a growing Digital Humanitarian Products team in an impactful role, with significant room for personal and career growth, which is innovating, developing and scaling up digital humanitarian products in a ‘start-up’ like environment with a very strong social purpose.

Where are you going to work?

Within the International assistance division, 510 is the data & digital unit of the Netherlands Red Cross. Our vision is that smart use of data and digital products will enable faster, higher quality and more (cost) effective humanitarian aid at a global level. The 510 initiative was established early 2016 and has grown since into a team of 50 core and project staff, and a wide network of students and volunteer data experts with diverse backgrounds.

510 is ‘scaling up’ digital humanitarian products to maximise their humanitarian impact. With an increasing number of clients using our products, we are in need of a Client Service Specialist to play a key role in ensuring excellent support for clients using 510’s digital products. They are responsible for responding to client inquiries, providing basic technical support, and maintaining accurate client administration. By managing communication efficiently, they help users navigate digital platforms while ensuring a smooth and professional client experience.

In addition, the Client Service Officer escalates complex or technical issues to the appropriate teams for resolution. They act as a bridge between clients and internal technical experts, ensuring that inquiries are directed to the right place for timely and effective solutions. Their role requires strong communication skills, attention to detail, and a customer-focused approach to support the mission of the Netherlands Red Cross in delivering impactful digital solutions. The role also offers considerable growth opportunities to ultimately develop into a more senior account management, product management or information management role in time.

You report to the Digital Team Lead of 510, and you work closely with many colleagues in 510, especially with the account management coordinator. You also liaise with product management, software engineering and data and information managers. Currently there are 20 people working in the Digital Products team, which we expect to grow in the next few years.

What are your core tasks going to be?

In the first 3 months, you would:

• Familiarize with the Netherlands Red Cross, 510 Data & Digital Unit, and its digital products.
• Undergo training on client service processes, technical support basics, and internal systems.
• Begin handling basic client inquiries and providing first-line technical support.
• Learn and document common client issues and solutions in a knowledge base.
• Establish relationships with internal teams and understand escalation processes.
• Assist in client administration tasks, such as financial and contractual administration and tracking interactions.
• Provide feedback on common client issues to improve support materials.

After 6 months, your responsibilities will extend to:

• Manage a steady flow of client inquiries with minimal supervision.
• Identify recurring client issues and suggest improvements to workflows or FAQs.
• Work closely with internal teams to refine escalation pathways for complex inquiries.
• Support enhancements to client administration processes for better efficiency.
• Contribute to internal reports on client interactions and common technical issues.
• Participate in training sessions to deepen understanding of digital products.
• Assist in testing and providing feedback on new features or updates to digital tools.
• Develop an understanding of more complex technical issues in order to reduce the need for escalation.

By the end of 12 months, you will be entrusted with:

• Take ownership of client service processes and propose optimizations.
• Provide insights to improve user experience based on client feedback.
• Help develop training materials and onboarding guides for clients
• Collaborate with product and technical teams to refine support resources.
• Analyze trends in client inquiries to support product development decisions.
• Contribute to long-term client service strategies to enhance overall satisfaction.
• Support the integration of automation or self-service options for client support.
• Learn how to implement and train clients on the digital products.

By the end of the first year, the Client Service Specialist will be a key point of contact for digital product users, ensuring seamless communication and contributing to product and service improvements.

What do you bring?

As a Client Service Specialist for Digital Products, you bring a strong background in customer support, technical assistance, or client relationship management, ideally within a digital or technology-driven environment. Your experience in handling client inquiries, troubleshooting basic technical issues, and maintaining client records ensures a seamless and professional user experience. Whether gained through previous roles in customer service, IT support, or digital product management, your ability to interact effectively with clients and internal teams makes you a valuable asset to the 510 Data & Digital Unit.

You have excellent communication and problem-solving skills, allowing you to provide clear, empathetic, and efficient responses to client questions. Your ability to simplify complex technical concepts for non-technical users ensures that clients receive the support they need. Additionally, your keen attention to detail helps you maintain accurate client administration, track interactions, and contribute to improving support documentation.

In this role, adaptability is key, and you thrive in a fast-paced, dynamic environment. You are comfortable working with digital tools, managing multiple inquiries simultaneously, and escalating complex issues to the appropriate teams. Your collaborative mindset enables you to work effectively with cross-functional teams, including product developers, data specialists, and technical experts. You are proactive in identifying recurring client challenges and suggesting improvements to enhance overall service delivery.

The candidate that would truly stand out would also have an excellent command of other languages, particularly French.

Above all, you are customer-focused, solution-oriented, and passionate about using technology to support humanitarian efforts. Your enthusiasm for digital innovation and commitment to improving client experiences align perfectly with the mission of the Netherlands Red Cross, helping to drive the impact of digital solutions for humanitarian response and resilience.

This role is a unique opportunity for someone who is eager to make an impact in the humanitarian sector while leveraging their client relationship expertise. If this resonates with you, we would love to hear from you.

Your talents (competencies)

• Service-Oriented – Committed to delivering excellent client support and enhancing user experiences.
• Problem-Solving – Able to analyze issues, provide solutions, and escalate when necessary.
• Communication Skills – Strong verbal and written skills to interact effectively with clients and internal teams.
• Technical Aptitude – Comfortable working with digital tools and troubleshooting basic technical issues.
• Attention to Detail – Ensures accuracy in client administration and documentation.
• Adaptability – Thrives in a fast-paced environment and responds effectively to changing needs.
• Collaboration – Works well with cross-functional teams to improve service delivery.
• Initiative – Proactively identifies areas for improvement and suggests solutions.

What we offer you

An interesting job with a unique organization. The organization has an immense international network and a significant impact in the humanitarian sector. The work you do is socially relevant and makes an impact, which sometimes means an impact on yourself. Therefore, we care about your well-being and provide tools to find a good balance. We are a flexible and people-oriented work environment with room for initiative and development.

The salary for this position falls within scale 9 as mentioned in the collective agreement, depending on experience, with a minimum of €3,185.79 and a maximum of €4,252.96 gross per month on the basis of full-time employment. We offer a fixed-term contract of 1 year with the prospect of extension.

Next to your monthly salary you will have a 'personal budget’ at your disposal, of 19,2% of your monthly gross salary. You can use it to withdraw a holiday allowance, extra holidays or an end of year bonus. There are also various additional conditions such as a pension scheme, travel allowance, and good opportunities for personal development. You will also have a laptop and mobile phone at your disposal.

Our office is in the Hague, walking distance from the Laan van NOI station. You will work based on your activities, partly from home and partly from the office. We regularly meet colleagues on the work floor but also online via Teams to discuss cross functional topics and to stay connected to each other and our networks.

Join us!

We look forward to receiving your motivation letter and your resume in English with reference to Shelly Jonker (HR advisor)  before 14 March 2025 through the apply button on this page. Want to know more about this role? You can contact  Richard Lines, Digital Team Lead at rlines@redcross.nl.

We find it important to ensure the reliability, professionalism, and integrity of our organization and (future) employees. Integrity screening is a standard part of our selection process. This means that a reference check is a standard part of our selection process, and we may also ask for a Certificate of Good Conduct (VOG) depending on the position.

For more information about the work of the Netherlands Red Cross, visit www.rodekruis.nl, or check our socials:  Instagram, LinkedIn, Facebook, YouTube, TikTok and X

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