Customer Care Specialist, Dutch or German

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

📋 Description

• Provide an exceptional customer experience through phone, chat, and email interactions.

• Establish and nurture authentic relationships with customers, particularly in difficult or sensitive situations.

• Actively engage in listening to comprehend customer needs, concerns, and the underlying causes of issues.

• Convey information clearly, confidently, and with empathy.

• Assume complete responsibility for customer issues and ensure quick resolutions.

• Proactively check in with customers to confirm that their issues have been addressed.

• Transform dissatisfied customers into loyal supporters.

• Collaborate with internal teams to escalate, monitor, and resolve complex problems.

• Precisely document customer interactions and outcomes within internal systems.

• Contribute to ongoing improvement by providing insights and feedback.

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

• Operate within a 7-day support model with scheduled shifts.

⛳️ Requirements

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

• At least 6 months of experience in customer service.

• Excellent communication abilities and emotional intelligence for impactful customer interactions.

• Demonstrated empathy and a sincere desire to assist others.

• Ability to remain resilient and composed when addressing complaints or challenging conversations.

• A proactive attitude with a strong commitment to follow through.

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

• Agile and adaptable to change.

• Strong problem-solving capabilities and confidence in taking ownership.

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

• Flexibility for shifts scheduled between 07:00 and 19:00 CET.

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

• Prior experience in phone-based customer support is advantageous.

🏝️ Benefits

• Competitive salary.

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

• 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.

• Ongoing personal and professional development resources and opportunities.

• 100% remote work flexibility.

• Options to travel and work remotely or in a hybrid model across Europe.

• Support and care focused on employee well-being and success.