Customer Care Specialist – Dutch or German

This is a fully remote position, open to applicants in Portugal, +2 more countries.

📋 Description

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

• Establish strong connections with customers, particularly during difficult or sensitive circumstances.

• Listen attentively to comprehend customer needs, concerns, and underlying issues.

• Communicate with clarity, confidence, and empathy.

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

• Proactively reach out to customers to ensure their issues are fully resolved.

• Transform dissatisfied customers into loyal supporters.

• Work collaboratively with internal teams to escalate, track, and address complex problems.

• Maintain accurate records of customer interactions and outcomes in internal systems.

• Provide customer insights and feedback to aid in ongoing improvements.

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

⛳️ Requirements

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

• At least 6 months of experience in customer service.

• Excellent communication abilities and emotional intelligence for managing high-impact customer interactions.

• Genuine empathy and a strong desire to assist others.

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

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

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

• Agile and adaptable to change.

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

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

• Previous experience in phone-based customer support is a plus.

• Availability for a 7-day operational support schedule, with shifts from 07:00 to 19:00 CET.

• Weekend work required once a month or every 6 weeks.

• Contract type: B2B freelancer.

🏝️ Benefits

• Opportunities for continuous personal and professional development.

• Fully remote work arrangement.

• Potential for up to a 15% monthly bonus linked to individual and team performance.

• Stock Option/Shares program available.

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

• Chance to develop skills in a fast-paced FinTech setting.

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

• A supportive, friendly, and environmentally conscious corporate culture.