Customer Care Specialist, Dutch or German

This is a fully remote position, open to applicants in Serbia.

📋 Description

• Provide an exceptional customer experience through phone, chat, and email, consistently exceeding customer expectations.

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

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

• Communicate in a clear, confident, and empathetic manner, explaining situations in a way that is easy for customers to grasp.

• Assume full responsibility for customer issues, acting swiftly to facilitate resolution as quickly as possible.

• Proactively follow up with customers, fulfilling commitments and ensuring that no issue remains unresolved.

• Transform dissatisfied customers into loyal advocates through exemplary service and personal accountability.

• Work closely with internal teams to escalate, monitor, and resolve complex issues.

• Accurately record customer interactions and outcomes in internal systems.

• Contribute to ongoing improvement by sharing insights and feedback from customer engagements.

⛳️ Requirements

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

• At least 6 months of experience in customer care service, regardless of the industry.

• Excellent communication skills paired with the emotional intelligence to manage high-impact customer situations.

• A natural sense of empathy and a sincere desire to assist others.

• Resilience and composure when addressing complaints or challenging conversations.

• A proactive attitude with strong follow-through — you keep your promises.

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

• Agile, adaptable, and invigorated by change.

• Strong problem-solving abilities and the confidence to take ownership of issues.

🏝️ Benefits

• Fully remote work environment.

• Competitive salary package.

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

• Stock Option/Shares program.

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

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