About The Position
As an OOCOO Agent (m/f/d), you sit at the forefront of our most complex customer challenges. You are the expert escalation point - the person customers and colleagues rely on when situations require deeper investigation, sharper judgment, and a higher level of care. This role combines resolution ownership with advanced technical expertise, making it one of the most impactful positions in our customer service organization. This position requires availability Monday through Sunday, including public holidays, to ensure continuous and uninterrupted support coverage for our customers. You will provide support across all countries, without geographical boundaries, which calls for a true global mindset and the ability to adapt to diverse contexts, cultures, and customer needs.
Requirements
- Clear, calm, and confident communication skills in English and Dutch
- Problem-solving mindset with the ability to dig into details and find solutions
- Customer-first orientation with a genuine care for the right outcome
- Resilience to stay composed in difficult situations and manage expectations
- Flexibility to work across all days of the week (Monday to Sunday) including public holidays
- Global mindset with confidence supporting customers across all countries and markets, and ability to adapt approach to different cultures, regulations, and local expectations
Nice To Haves
- Familiarity with SIXT products, services, partner offerings, and customer service tools is a strong advantage
Responsibilities
- Own and resolve escalated customer inquiries with professionalism and empathy, ensuring clear communication and transparency throughout the process
- Conduct root cause analysis and make informed resolution decisions aligned with company policies and customer expectations
- Handle complex, sensitive, and technically challenging customer issues while ensuring appropriate care, discretion, and compliance awareness
- Collaborate closely with internal teams to investigate root causes and drive sustainable, systemic improvements
- Collaborate cross-functionally to solve complex customer issues and identify recurring trends, proactively driving process improvements to reduce escalations
- Document all customer interactions, decisions, and resolutions accurately to ensure knowledge sharing, transparency, and high quality standards
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What This Job Offers
Job Type
Full-time
Career Level
Executive
Education Level
No Education Listed
