ZJCN Customer Relations Officer

HBO | Work location: Bonaire | 36 hours | Vacancy number: P&O2025_05_006 | Closing date: 3 June 2025

Job description

As a Customer Relations Officer, you act as a link between the organisation and the customer. You provide an optimal customer experience by answering questions, handling complaints, managing customer data, and suggesting process improvements. You not only work in an implementing role but also have a signalling and advisory role. As assistant to the Legal Officer, you are also responsible for the handling of complaints and objections.

Duties and responsibilities:

• Handling complaints and objections;
• Accepting and handling objections to decisions of ZJCN and complaints about processes and employees of ZJCN;
• Analysing incoming complaints and objections;
• Acting as a first point of contact for insured persons who want to file a complaint or lodge an objection;
• Preparing draft letters and possibly coordinating them with the Legal Officer;
• Settling simple complaints independently;
• Transferring files in the context of further legal processing;
• Taking care of file management;
• Presiding over hearings and ensuring adequate reporting;

Contributing to quality improvement

• Acting as a resource and expert particularly for services in the area of complaint prevention;
• Contributing to the continuous knowledge enhancement of the employees at the services department;
• Preparing memoranda if necessary;
• Providing management information in the focus areas;
• Identifying patterns in complaints and translating these into suggested changes in procedures and work instructions;

Other

• Acting as secretary at various meetings with the customers and monitoring the implementation of action points arising from these meetings;
• Performing job-related activities and assigned occasional relevant activities.

The organisation:

Care and Youth Caribbean Netherlands (ZJCN) is part of the Ministry of Health, Welfare and Sport (VWS), and deals with health care and youth care in the Caribbean Netherlands. Unlike in the European Netherlands, ZJCN (VWS) also implements the health insurance and youth care in the Caribbean Netherlands. This makes the ZJCN Programme Directorate responsible not only for policy and legislation, but also for the implementation. In addition, the ZJCN Programme Directorate is the point of contact within VWS for the countries of Curaçao, Aruba, and St. Maarten, and for the other ministries.

Your competencies:

• Collaboration skills
• Networking;
• Accuracy;
• Analytical skills;
• Initiative approach;
• Expression skills in various languages;
• Integrity and reliability.

Job requirements:

• Intellectual and professional ability at the level of Higher Professional Education (HBO), preferably with a legal curriculum;
• Knowledge of relevant legislation and regulations;
• You have spoken and written command of the Dutch and Papiamento language.

What do we offer?

• A temporary appointment in conformity with the Rechtspositiebesluit ambtenaren BES (BES Civil Servants Legal Position Decree) for the duration of one year, with the option of renewal;
• A competitive salary in preliminary scale 8 or salary scale 9(of at least $ 2.741, - and at most $ 4.187, - per month),  in case of a 36-hour working week. Assignment to a pay scale takes place based on knowledge and experience;
• Holiday allowance (8.33% of the annual income);
• A thirteenth month (8.33% of the annual income);
• A vitality Allowance;
• A pension provision placed with Pensioenfonds Caribisch Nederland (PCN);
• 182 holiday hours in case of a full-time employment (36 hour) per year;
• A temporary appointment of one year with the prospect of a permanent appointment for good performance and a positive assessment result
• A relocation package for candidates who react from outside Bonaire.

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;
• 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 more information about this position you can contact Curvin George, Head of Care department, email curvin.george@zorgverzekeringskantoor.nl , phone: +599 7951851.

Digital application

You can send your Curriculum Vitae accompanied by a motivation by email to vacature@rijksdienstCN.com