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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Back Office Customer Service Agent (Non-Technical) - **Company:** ATM - **Location:** Maastricht, Netherlands - **Salary:** €2,687.0 - **Contract:** Permanent contract - **Skills:** Computer Literacy, Digital Technology, Issue Tracking Systems, Systems Analysis, Operational Systems - **Published:** September 2, 2026 - **Apply:** https://nl.indeed.com/viewjob?jk=352ff9744a3e86f0 ## About the Role We're looking for someone who is organised, detail-oriented, digitally confident, and solutions-focused., * MBO+ level or equivalent qualification/work experience, preferably within administration, customer service, operations, or a related environment. * Previous experience within a back-office, administrative, customer operations, or case-management environment. * Strong computer literacy and confidence working across multiple digital systems. * Experience using CRM, ticketing, order management, or similar operational systems. * Strong attention to detail and commitment to maintaining accurate information. * Excellent organisational and prioritisation skills. * Ability to manage multiple cases and competing deadlines simultaneously. * Strong written and verbal communication skills. * Ability to communicate professionally with both customers and colleagues. * Strong customer service and problem-solving skills. * Ability to investigate issues logically and work towards practical solutions. * Strong sense of ownership and accountability for completing assigned cases. * Ability to work effectively within a team and across different operational functions. * Digitally confident and able to learn new systems and processes quickly. * Willingness and flexibility to work within a shift-based operation, including weekends and selected public holidays. Advantageous * Previous experience within the telecommunications industry. * Experience working within a BPO or contact centre environment. * Previous exposure to order management or provisioning processes. * Experience investigating and resolving stalled or failed customer orders. * Experience supporting frontline or inbound customer service teams. * Experience working against SLAs, turnaround times, and operational quality standards. * Familiarity with Amdocs or similar order management and provisioning systems. * Experience identifying recurring operational issues or contributing to process improvements. * Experience working across first- and second-line support functions. Experience within telecommunications is advantageous but not essential. Candidates with strong transferable back-office, customer operations, order management, or case-management experience will also be considered., * Takes ownership of a problem and follows it through to resolution. * Is naturally organised and pays close attention to detail. * Enjoys investigating why something has gone wrong and finding a practical solution. * Is comfortable managing multiple cases at the same time. * Can prioritise effectively when workloads and deadlines change. * Is confident navigating different systems and digital tools. * Keeps accurate and comprehensive records of actions taken. * Communicates clearly and professionally with customers and colleagues. * Knows when to resolve an issue independently and when it needs to be escalated. * Works well across different teams to get the right outcome. * Remains calm and structured when dealing with complex or time-sensitive cases. * Looks for recurring problems and asks, "How can we prevent this from happening again?" * Is proactive rather than waiting for someone else to progress an outstanding case. * Is adaptable and learns new systems and processes quickly. * Takes pride in delivering accurate, high-quality work., * Are you willing and able to work flexible shifts, including evenings, weekends and selected public holidays? * Do you have previous experience in a back-office, customer operations, administration or case-management environment? * Do you have previous experience working within telecommunications, BPO or a contact centre environment? * How soon would you be available to start? ## Description ATM Group is looking for a Back Office Customer Service Agent (Non-Technical) to join our team in Maastricht and support a fast-paced telecommunications operation. This is an exciting opportunity for someone with back-office, customer service, administration, or operational support experience who enjoys solving problems, working across multiple systems, and ensuring customer cases are resolved accurately and efficiently. As a Back Office Customer Service Agent, you'll work within the first-line Back Office team, supporting the resolution of customer cases, recovering stalled orders, and assisting the Inbound Retail Support team with more complex queries. You'll be an important part of the operation behind the scenes, helping frontline colleagues remain focused on the customer while ensuring outstanding cases and orders continue moving through the process. You'll also proactively contact customers where required and work closely with the second-line Back Office team when cases require deeper investigation or system analysis. Through strong case management, attention to detail, communication, and problem-solving, you'll help improve turnaround times, maintain service levels, and deliver a consistently high-quality customer experience. What You'll Be Doing You'll manage a variety of customer cases and operational activities, working across teams and systems to investigate issues, resolve stalled orders, and ensure cases are progressed from start to finish. Your responsibilities will include: * Accurately and efficiently managing administrative and operational processes within the first-line Back Office. * Investigating and resolving customer cases and stalled orders. * Supporting Inbound Retail Support by telephone with operational queries, challenges, and more complex customer cases. * Proactively contacting customers to obtain missing information, resolve outstanding issues, and provide updates. * Working closely with the second-line Back Office team when cases require deeper investigation, system analysis, or specialist support. * Managing and tracking cases through CRM, order management, and ticketing systems. * Monitoring case progress, workloads, deadlines, and Service Level Agreements (SLAs). * Ensuring cases are progressed within agreed turnaround times and quality standards. * Maintaining accurate, detailed, and audit-ready case notes and documentation. * Taking ownership of cases and following them through to resolution. * Collaborating with Retail Support and first- and second-line Back Office teams to resolve cases end-to-end. * Identifying recurring issues, trends, or process gaps and supporting these with relevant examples or data. * Contributing ideas and recommendations to improve operational processes and customer outcomes. * Helping reduce case turnaround times and ensuring processes continue to run smoothly., You'll be comfortable working with multiple systems and managing several cases simultaneously while maintaining accuracy and meeting deadlines. This role requires more than simply processing administration. You'll need to understand what has gone wrong, investigate the issue, identify the appropriate next step, and take ownership of progressing the case towards resolution. You'll enjoy solving problems, supporting colleagues, communicating with customers, and finding practical ways to keep cases and orders moving.