Customer Care Specialist, German Speaking

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

📋 Description

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

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

• Actively engage in listening to grasp customer needs, concerns, and underlying issues.

• Communicate with clarity, confidence, and empathy.

• Assume complete responsibility for customer concerns and work towards quick resolutions.

• Proactively reach out to customers to confirm that their issues have been addressed.

• Transform dissatisfied customers into devoted advocates.

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

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

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

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

• Address complex or high-impact customer issues.

⛳️ Requirements

• Native or fluent speaker of German, both written and verbal.

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

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

• Genuine empathy and a desire to assist others.

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

• Proactive approach with strong follow-through capabilities.

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

• Agile and adaptable, thriving on change.

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

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

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

• Availability to work shifts between 07:00 and 19:00 CET.

• Willingness to work weekends once a month or every 6 weeks.

🏝️ Benefits

• Fully remote working arrangement.

• Competitive salary package.

• Up to 15% monthly bonus based on 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 setting.

• Multi-sport card.

• Resources and avenues for continuous personal and professional growth.

• Ongoing support and care.

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