Customer Care Specialist – Dutch, German

This is a fully remote position, open to applicants in Romania, +4 more countries.

📋 Description

• Provide an exceptional customer experience across phone, chat, and email platforms.

• Establish strong and authentic connections with customers, particularly in difficult or sensitive circumstances.

• Actively listen to comprehend customer needs, concerns, and underlying issues.

• Communicate in a clear, confident, and empathetic manner.

• Take complete responsibility for customer problems and work towards swift resolutions.

• Proactively follow up with customers to guarantee their issues are fully resolved.

• Convert unhappy customers into loyal supporters.

• Collaborate with internal teams to escalate, monitor, and resolve intricate issues.

• Accurately log customer interactions and outcomes in internal systems.

• Provide customer insights and feedback to facilitate ongoing improvement.

• Primarily assist customers via phone, with chat and email support as required.

• Operate within a 7-day support model with shifts scheduled between 07:00 and 19:00 CET.

⛳️ Requirements

• Native or fluent in Dutch or German (both written and spoken).

• At least 6 months of experience in customer care services.

• Excellent communication abilities and emotional intelligence to manage high-stakes customer situations.

• A genuine desire to assist others and a strong sense of empathy.

• Ability to maintain resilience and composure when addressing complaints or challenging discussions.

• Proactive attitude with a strong commitment to follow-through.

• Comfortable working in a dynamic, fast-paced scale-up environment.

• Agile, adaptable, and motivated by change.

• Strong problem-solving capabilities and the confidence to take initiative.

• Availability for weekend work once a month or every 6 weeks.

• Experience in fintech, banking, payments, or financial services is a plus.

• Prior experience in a phone-based customer support role is also a plus.

🏝️ Benefits

• Competitive salary.

• Up to 15% monthly bonus tied to individual and team performance.

• Participation in a Stock Option/Shares program.

• Access to the company's flats in Cyprus for our work-and-swim program.

• Opportunity to enhance your skills in a fast-paced FinTech environment.

• 100% remote working.

• Flexible travel and remote work options, or hybrid arrangements across Europe.

• Continuous opportunities for personal and professional development.

• Support and care focused on the well-being and success of employees.