SSO CN Senior Front Office Employee

 Job description

As senior Front Office employee you will be the first point of contact for people who have questions relating to services and your task will be to record user wishes, information requests, reports of malfunctions and complaints. This job covers a number of specific areas of expertise, namely ICT, Facilities FAZA), Procurement and Operations.

Duties

• You will coordinate the team’s daily activities by distributing and/or supervising tasks.
• Your role will also be to provide information to other employees and deal with their questions.
• You will help the team leader respond to complex issues.
• You will guide, instruct, coach and motivate employees as necessary.
• You will deal with questions and problems raised by users who drop by the front office reception desk.
• You will receive and register requests/questions received via the front office (by phone, mail, ticket system) and process them within the standard allotted time.
• You will set up and maintain a knowledge database.
• You will refer requests to Tier 2 agents and will take responsibility for monitoring and further processing.
• You will identify repeated questions.

The organisation

The National Office for the Caribbean Netherlands is the link between all the operational authorities of the ministries present on the islands of Bonaire, St. Eustatius and Saba. Each ministry is itself responsible, in terms of content, for introducing and implementing its own policies. SSO CN is a shared service organisation which is responsible for operations and support in the field of Human Resources Management (HRM), Procurement, Facilities, ICT, finances and Communication for all active government departments in the Caribbean Netherlands.

The department

The Front Office (FO) is where all requests for help and reports from authorities and ministries are received. Common queries and reports are dealt with directly by Front Office employees. The Front Office forwards more complex requests for help to the appropriate department and monitors progress and customer satisfaction as they are dealt with.

Competencies

• A focus on clients.
• The ability to listen.
• The ability to work accurately.
• Flexibility.
• The ability to monitor progress.
• The ability to cooperate.
• Self-development.

Job requirements

• You have a senior secondary vocational education level 4 (MBO4) level of professional and intellectual ability.
• You have experience in a front office role.
• You have knowledge of the service provision processes and the Enterprise Resource Planning (ERP) – and other – systems we use.
• You have knowledge of the organisation and its internal relationships.
• You have the communication skills required to exchange practical information at the desk or over the telephone.
• You have an insight into the nature of service agreements.
• You have sufficient in-depth knowledge in several areas of expertise to deal with more complex Tier 2 queries.

What do we offer?

• An appointment in accordance with the Rechtspositiebesluit ambtenaren BES (Legal Status Decree on Civil Servants BES);
• A competitive salary in initial salary scale 7 and job salary scale 8 (gross monthly of at least $ 2.436,- and at most $ 3.806,-), in case of a 36-hour working week. Assignment to a pay scale based on knowledge and experience;
• Holiday pay (8.33% of the annual income);
• A thirteenth month (8.33% of the annual income);
• Vitality allowance;
• A pension provision placed with Pensioenfonds Caribisch Nederland (PCN);
• 182 holiday hours for a working week of 36 hours per week;
• A temporary appointment of one year with the prospect of a permanent appointment for good performance and a positive assessment result
• A relocation scheme for candidates who respond from outside the island.

Procedure

An assessment, case and/or reference check may be part of the procedure.
The following order is taken into account in the selection:

• Official RCN staff on Bonaire, Sint Eustatius and Saba (internal);
• Residents of the Caribbean part of the Netherlands (external);
• Other candidates (external);

Appointment requirements

• A Certificate of Good Conduct (VOG);
• A medical examination for admission to the pension fund (participation is mandatory, including a personal contribution to it);
• Dutch citizenship.

Good to know for those interested outside the Caribbean Netherlands

• The salary is in US dollars which is the official currency in the Caribbean Netherlands;
• The Caribbean Netherlands has its own tax regulations. Income above the tax-free allowance ($21,373 in 2025) will be taxed at a rate of 30.4% in payroll tax in the first bracket; In the second bracket, a tax rate of 35.4% applies.
• You are or will become a resident of the Caribbean Netherlands.

More information?

For information about this position you can Farley Sylvano, Manager Front Office, telephone number +599 795 0580 or via email farley.silvano@rijksdienstcn.com.

Digital application

Applications, a motivation letter with curriculum vitae, can be sent to vacature@rijksdienstCN.com