B2B Support Employee

Project overview

Do you want to be the first point of contact for (SME) business customers using Rabobank's e-commerce products as a Rabo Smartpay Customer Service Employee? Rabobank is looking for Customer Service Employees!

You & Your Role

As a Customer Service Employee, you will contribute by, in addition to answering questions, using your commercial skills to further expand the relationship with our existing customers. You do this, for example, by actively thinking along with customers about our solutions. With your proactive effort and insights, you will surprise your conversation partner and help the customer to do business more successfully. You will do everything you can for our common mission: “Together for a delightful customer experience”.

Pleasant collaboration within the Operations Payments & Savings domain together with 25 direct colleagues.

Availability:

An Average Working Day

Are you curious about what your to-do list looks like on an average working day? Think, for example, of answering questions by phone, chat, and email that are both functional and commercial in nature. Within E-commerce, you will support the following products: Rabo Smart Pay and Rabo Identity Services (including iDIN). For more information, see our websites: www.rabobank.nl/smartpay and www.rabobank.nl/ris

Together We Achieve More Than Alone

We believe in the power of differences. By combining people's differences, we become an even better bank. We are therefore curious about what you add to our team. Your future colleagues will gladly welcome you. Our 1st line support team is part of the Operations Payments & Savings domain. Our team consists of 25 enthusiastic colleagues. Customer focus and collegiality are central to the department. We work together on an open and honest culture where there is room for feedback. We believe that a positive culture translates into achieving a 9+ customer experience.

Collaboration is our way of working; as one driven team within Rabobank.

Speaking of Rabobank: we are a Dutch bank, active in 38 countries for our more than 9,500,000 customers. With these customers, our members, and partners, we work side by side towards a world where everyone has enough and healthy food. Closer to home, we are working towards a country where people live, work, and do business happily.

You & Your Talent

Interviews

Any interviews will take place on October 8th and 9th. You will only hear on October 7th if you have been invited, so please take this into account. If you have a preference for a day, you can mention it when applying.

Extra Info

Training Program and Start Date

On November 2nd, your adventure with us begins with a 4-week training program. During this period, you will be fully available to acquire all the knowledge and skills you need to be successful in your role.

This is what your training looks like:

Week 1 & 2 – Product and Case Training

You start with a solid foundation: you will learn everything about our products, services, and the most common customer questions. Through practice-oriented cases, you will become familiar with the content and our working methods. The first two weeks are entirely at the office in Utrecht.

Week 3 & 4 – Listening in and practicing with a buddy

You will work with an experienced colleague by your side. Together you will listen in on real customer conversations and you will also practice calling yourself. This way, you will learn the tricks of the trade in a safe environment.

From Week 5 – Independent Calling

Time to do it yourself!

• 32-36 hours/5 working days, this means you will be scheduled for 32-36 hours each week, spread over 5 working days. You will be scheduled for at least 6 hours per day. Additionally, flexible start and end times: the support desk is available Monday-Friday from 08:00-18:00 and on Saturday from 09:00-17:30. Weekend duty will be scheduled after an onboarding period. The schedule is known at least 4 weeks in advance.
• Minimum MBO-4 education level
• Experience with (telephone) customer contact is a requirement (for HBO, starters are also welcome)
• Experience with service-oriented outbound calling is a plus
• Wft Basis is a plus
• Solution-oriented, analytical ability
• Customer-oriented
• Team player and helpful
• Hands-on mentality
• No clarity can yet be given regarding a possible extension. Initially, it is to replace employees who are long-term sick, but it is possible that there will be more demand.
• After the onboarding period, the fixed mandatory office days are on Tuesdays. The rest can be filled in flexibly between office/home.

Project details

• Start: 2026-11-01T23:00:00
• Location: Utrecht, NL
• Languages: Dutch