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 through phone, chat, and email.

• Establish a connection with customers, particularly in difficult or sensitive circumstances.

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

• Communicate effectively, confidently, and with empathy.

• Take responsibility for customer inquiries and facilitate quick resolutions.

• Proactively engage with customers to ensure their issues are addressed.

• Transform dissatisfied customers into loyal supporters.

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

• Record customer interactions and results in internal databases.

• Convey customer insights and feedback to aid in continuous improvement efforts.

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

• Address complex or high-stakes customer concerns.

⛳️ Requirements

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

• At least 6 months of experience in customer care, irrespective of industry.

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

• Empathy and a sincere desire to assist others.

• Resilience and poise when addressing complaints or challenging discussions.

• Proactive attitude with strong follow-through capabilities.

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

• Agile, adaptable, and motivated by change.

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

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

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

• Availability for a 7-day operational support model.

• Willingness to work shifts from 07:00 to 19:00 CET.

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

• B2B freelancer contract.

🏝️ Benefits

• Competitive salary.

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

• Stock Option/Shares program.

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

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

• Fully remote work options.

• Flexibility for traveling and working remotely or in a hybrid model across Europe.

• Continuous personal and professional development resources and opportunities.

• Support and care prioritizing employee well-being and success.