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Onboarding Specialist Customer Netherlands

Help us reduce energy consumption in buildings.

Welcome to ista.

ista is a leading international player in the field of energy management and consumption measurement. With smart solutions, we help buildings and residents save energy and contribute to a more sustainable future.

At ista Netherlands, we are continuously working to further professionalise our services. A strong start to the customer relationship is essential in this regard. That is why we are looking for a Customer Onboarding Specialist who will ensure a smooth, careful and customer-focused start to our services.

In this role, you will be the point of contact for new and existing customers in the initial phase. You will ensure that customers feel welcome, know exactly where they stand and that all processes and systems are set up correctly. In this way, you will lay the foundation for a lasting partnership and high customer satisfaction.

This is what you are going to do.

As an Onboarding Specialist, you will be the director in the initial phase of the customer relationship. You will provide structure, overview and clarity for both the customer and the internal organisation.

This role is not a sales position or traditional customer service, but a coordinating role in which you are responsible for ensuring a successful start to the customer relationship.

Customer onboarding :

• Welcoming new customers and reviewing the working agreements.
• Assisting existing customers with:
  • hardware replacement,
  • contract renewals and the associated updating of working agreements.
• Explaining ista's services, including:
  • metering services and hardware,
  • customer portals and other services.

Recording working agreements:

• Coordinating, explaining and recording all working agreements.
• Checking whether the expectations of the customer and ista are aligned.
• Identifying deviations, risks or ambiguities and acting proactively on them.

Process- and system control:

• Checking whether the object has been delivered correctly from an administrative point of view.
• Verifying whether contract details have been recorded completely and correctly.
• Checking whether customer data has been processed correctly in our systems.
• Providing feedback in the event of errors or missing information and ensuring follow-up.
• Ensuring a correct and fresh start to the service provision.

Internal coordination & alignment:

• Acting as a link between:
  • Project Management and Installation,
• Ensuring a clear transfer to the regular management organisation.
• Ensuring that customers do not "fall between departments".

Customer experience & quality:

• Ensuring a positive and professional first impression of ista.
• Proactively answering questions and removing uncertainties.
• Contributing to customer satisfaction, quality and retention.

You recognize yourself in this.

• You have strong communication skills, both verbal and written.

• You think in a process-oriented way and work in a structured manner.

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  You have basic knowledge of: work agreements and contract types, metering services and hardware, web portals and other services, billing processes, allocation methods and schematic diagrams.

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  You are customer-oriented, precise, and quality-conscious.

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  You are stress-resistant, solution-oriented, and know how to connect people with each other.

This is what you can expect from us.

Working at a growing, international company with a focus on sustainability, digitization and customer focus. ista offers excellent working conditions:

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  An excellent salary along with the ista Choice Budget.

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  A fixed 13th month and the possibility of an extra profit-sharing.

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  Work from home opportunities (2 days per week).

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  An enthusiastic and professional team to work with

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  A very good work-life balance.

Join our team in Schiedam.

ista Nederland

Steven Vloemans | Recruiter

Nieuwpoortweg 11 | 3125 AP Schiedam

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