Customer Contact Representative

WWF-NL is a professional and dynamic organization with a casual work environment based in Zeist. The working language is English.  

The organization consists of the following departments: Conservation, Engagement, Organization & Talent Development, and Finance & Operations. The Engagement department is responsible for marketing and fundraising 

The Customer Contact Center is responsible for donor services, inbound and outbound phone calls with our supporters, and social media support, and we serve as the back office for the other teams within the Engagement department.  

To strengthen the Customer Contact Center team within Engagement, we are looking for a Customer Contact Representative (32 hours per week) 

What will you be doing? 

In this role, you will serve as the primary point of contact for donors, members, and anyone interested in our organization—often fans, sometimes critics. You will proactively engage in conversation and ensure excellent dialogue from the customer’s perspective. The primary goal is to optimally manage valuable customer contact and the customer experience. Every interaction centers on the customer’s experience, trust in WWF, and a positive, warm feeling.  

You’ll work alongside colleagues from the Customer Contact Center as well as other departments, including Digital & Data, Marketing & Studio, and Brand & Communications. Together with them, you’ll ensure valuable customer interactions and a positive customer experience.  

Our communication channels include phone, email, and social media. We reach out to our supporters both at their initiative (inbound) and on our own initiative (outbound), for example, to verify information, gauge donor satisfaction, and inform them about the various ways to support WWF-NL. 

We have a donor retention goal, and we actively collaborate with other teams to generate revenue for WWF-NL and ensure the satisfaction of our supporters. 

In this role, you will also contribute to customer interactions on social media, answering questions and responding to complaints and other messages, both publicly and via private messages. You will work closely with our social media team. Based on all customer interactions, you are expected to proactively share customer insights and signals and propose actions. You will therefore play an advisory role toward our internal clients, such as marketers and account managers.  

As a customer contact representative, you will report to the Chapter Lead, Dorien Vach. 

Who are you? 

• You have an MBO+ diploma and at least 1–2 years of work experience in customer service. 
• You are a team player who takes responsibility, and you are also able to work independently 
• You’re well-versed in social media platforms. You’re able to handle multiple conversations at once, type quickly, and are skilled at adapting your style to different audiences; 
• You thrive on customer interaction and excel at communicating off the cuff in an informal style: you’re creative, thoughtful, and sometimes willing to push the boundaries. You’re quick to navigate the internet, absorb new information easily, and have a strong ability to learn so you can continue to grow; 
• You help brainstorm ways for donors to get involved—both financially and by speaking out—and you’re not afraid to talk to them about donations. 
• You’re a business-minded person who always spots opportunities and seizes them with both hands; you enjoy working to meet retention goals for donors who have canceled their donations and know how to motivate your colleagues in this regard; 
• You are a motivated, hard worker who doesn’t get bogged down in details, can clearly distinguish between the main issues and the minor ones, and can quickly assess whether there is an underlying problem; 
• You have a healthy sense of perspective and a good sense of humor, and you can easily let things go; 
• Integrity: You handle confidential information and treat it with the utmost care. 

Core Values 

You identify with the core values of WWF-NL: 

• Courage  
• Integrity  
• Respect 
• Collaborate 

What do we offer? 

• You'll be working in a sustainable office surrounded by nature; 
• Great coworkers and the opportunity to build an international network; 
• Vegetarian lunches in the company cafeteria and free Thursday afternoon drinks;  
• A 32-hour workweek. Initially, a one-year contract will be offered with a one-month probationary period; 
• A competitive salary based on the Dutch nonprofit sector; the minimum gross monthly salary for the position is €2,948.33 and the maximum monthly salary is €3,644.44, depending on relevant experience (based on a 40-hour workweek)
• Employees also receive a personal budget, consisting of 8% vacation pay and 2.08% flexible budget, and are entitled to 6 weeks of leave per year (based on a 40-hour workweek); 
• We encourage flexible work arrangements and the use of public transportation and bicycles for commuting and business travel. Commuting expenses are reimbursed based on second-class public transportation fares (NS Business Card);
• At WWF-NL, we operate on a hybrid model, which allows employees to alternate between working in the office and working from home. 

Information and Procedure 

Are you interested in this position and do you fit the profile described above? If so, we invite you to apply using the application form at the bottom of the page. The deadline for applications is September 9, 2024.

To work at WWF-NL, you need a valid work permit.  

If you have any questions about this application process, please contact Babette Vanlancker (Recruiter) at hr@wwf.nl. If you have any questions about the position, please contact Dorien Vach (Chapter Lead, Customer Contact Center) at dvach@wwf.nl.

We value diversity of backgrounds and cultures within our organization and would like to see this reflected in the composition of our team. We therefore especially encourage candidates from underrepresented backgrounds to apply. 

We take the safety and well-being of our colleagues seriously. We therefore ask the successful candidate to complete an integrity statement and provide a Certificate of Good Conduct. We also request references.