Netflix invests in customer service

19th May 2017

The leading global internet film and TV service, Netflix, has announced the creation of 400 customer service jobs at its new EMEA (Europe, Middle East and Africa) headquarters.

It opened this week in Amsterdam and the investment will allow the company to offer multilingual customer support to 11 European countries – Belgium, Denmark, Finland, Ireland, Luxembourg, the Netherlands, Norway, Poland, Romania, Sweden and the UK.

“We are delighted to announce the creation of jobs in Europe and the opening of our new customer service hub in Amsterdam, as well as two new European original series. Europe is a creative centre for great storytelling that resonates around the world and we continue to invest in European content,” says Reed Hastings, Netflix co-founder and CEO.

Initially, the hub will employ a workforce of 170, but this is expected to grow to 345 by the end of the year and reach 400 by the end of 2018.

“The decision by Netflix to add a customer support centre along with its EMEA headquarters in Amsterdam illustrates that our business climate is exactly what leading companies are seeking when investing in their future,” says Jeroen Nijland, commissioner for foreign investment, Netherlands Foreign Investment Agency.

“The Netherlands’ fast internet speeds, e-commerce strengths and multilingual talent pool make our country a great match for Netflix’s expansion to support its rapidly growing European market,” Nijland adds.

The large-scale expenditure in a multilingual talent pool will enable Netflix to interact with customers more effectively. According to The Institute of Customer Service’s latest UK Customer Satisfaction Index, customers want “authentic, responsive and personalised relationships” with the companies and employees they come in to contact with, and it seems that Netflix has recognised that and taken appropriate action.

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