Customer Success Agent

What we’re all about:

Any company can tell you about how they are a multi award winning, market leading business and yes, we are both of those things in the world of IoT connectivity!  But we’re more than that. 🌍✨ Our mission? To make IoT management a breeze for any device, anywhere. With over 10 million IoT subscriptions active in 165 countries and direct partnerships with 50 mobile networks, we connect you to more than 750 networks worldwide, delivering unmatched value across the IoT connectivity chain.

Innovation is in our DNA, and we have an insatiable hunger to ‘wow’! 🚀 While we may not always get it right, our drive to collaborate, innovate, and achieve top-notch customer satisfaction never wavers. We offer industry expertise, stellar service support, and the most flexible, resilient, and secure connectivity solutions on the market. Our expertise spans across various sectors, including industry, agriculture, healthcare, security, transport, utilities, and smart cities.

IoT… a fancy acronym or a secret code?

The Internet of Things (IoT) is like the magical glue that keeps the world connected! 🌐✨ From ordering your favourite takeaway to the ANPR technology that helps you find a parking spot, IoT is everywhere—even if you don’t realize it. At Wireless Logic, we provide cutting-edge connectivity solutions and technologies to ensure a vast array of devices stay seamlessly connected.

Job Title: Customer Success Agent (Administrative and Billing Focus)

Purpose of the Role

The Customer Success Agent is responsible for processing customer requests and managing administrative processes related to SIM cards, contracts, customer data, and billing.

The role focuses on maintaining and improving daily operational processes while ensuring smooth and customer-oriented service delivery. You work closely with Sales, Support, Finance, and Operations.

You ensure that orders are processed correctly, customer data remains up to date, billing is checked accurately, and customers are assisted professionally and in a timely manner, even in an environment where processes are still evolving.

Position Within the Organization

The Customer Success Agent reports to the Head of Operations and works closely on a daily basis with the Customer Success team, Sales, Support, Finance, and Network Operations.

The Customer Success Agent works under the guidance of the Lead Customer Success Agent, who is responsible for coaching, team coordination, and further structuring processes.

Main Tasks and Responsibilities

1. Order Processing and Administration

• Processing SIM card orders and related administrative tasks


• Checking order details and contract information for completeness and accuracy


• Updating customer changes in internal systems and portals


• Ensuring correct and up-to-date registration of customer data and orders

1. Billing and Administrative Control

• Reviewing and preparing monthly, partly automated billing processes


• Identifying billing discrepancies and investigating or coordinating them with Finance


• Supporting administrative checks during monthly closing activities


• Monitoring consistency between orders, contracts, and billing

1. SIM Card Management

• Assisting with the management of SIM card inventory


• Registering the issuance and receipt of SIM cards


• Identifying when stock levels need to be replenished

1. Customer Support

• Answering customer questions regarding orders, contracts, and billing


• Supporting customers with SIM management and portal-related questions


• Ensuring clear and professional communication via email, phone, and ticketing systems

1. Collaboration with Internal Teams

• Coordinating with Sales regarding orders and contract information


• Collaborating with Support on customer issues requiring technical follow-up


• Coordinating with Finance on billing and administrative matters


• Escalating complex customer questions to the appropriate department

1. Quality and Process Improvement

• Ensuring accurate and complete registration in systems such as Zendesk and internal portals


• Identifying incomplete or incorrect information and reporting it back


• Actively contributing to improving and further structuring processes


• Contributing ideas for more efficient ways of working within Customer Success

1. Documentation and Knowledge Sharing

• Working according to existing work instructions where available


• Assisting in creating and improving documentation


• Sharing knowledge and identifying improvement opportunities within the team

Required Knowledge and Skills

• Basic knowledge of administrative processes, order processing, and preferably billing


• Experience with CRM or ticketing systems (for example Zendesk) is a plus


• Ability to work accurately, even when processes are not yet fully developed


• Strong communication skills and a customer-focused mindset


• Ability to prioritize in a dynamic work environment


• Good command of Dutch and English, both written and spoken

Key Result Areas

Order Processing

Accurate and timely processing of SIM card orders and customer changes

Administrative Quality

Complete and accurate registration of customer data, contract information, and billing

Customer Satisfaction

Professional and customer-oriented handling of questions and requests

Process Development

Contributing to the improvement and structuring of Customer Success processes

Collaboration

Effective coordination with Sales, Support, Finance, and Operations

Desired Profile

• MBO+/HBO level of working and thinking


• Experience in an administrative, financial, or customer-oriented role is a plus


• Accurate and responsible


• Comfortable working in an environment that is still evolving


• Customer-focused with strong communication skills


• Team player with a proactive attitude

#LI-Onsite

#LI-CG1

We know the world has changed, and we want to offer our employees the chance to collaborate at our unique office spaces, whilst enjoying the convenience of working from home. We've adopted a hybrid working approach to give more flexibility on where and how we work. You'll find out more about what this means for this role during the recruitment process, but we are currently excited to have our employees experience our office culture as much as possible.

Wireless Logic Group unites and brings people together. We accomplish this when we lead with a lens of diversity, equity, and inclusion in everything we do. As a global company that drives culture we aim to reflect the world’s diverse voices both internally and externally to ensure success in our mission.

By applying for this role, you are consenting for us to hold and process your data in compliance with the General Data Protection Regulations. If you have any questions or wish to exercise your right to access, erase or restrict the holding or processing of your data please contact us ([email protected]) and we will respond to your query as soon as possible.