Aufgaben
- Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations
- Build strong, genuine rapport with customers, especially during challenging or sensitive situations
- Actively listen to understand customer needs, concerns, and the root cause of issues
- Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand
- Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible
- Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved
- Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability
- Collaborate closely with internal teams to escalate, track, and resolve complex issues
- Accurately document customer interactions and outcomes in internal systems
- Contribute to continuous improvement by sharing insights and feedback from customer interactions
Anforderungen
- Native or fluent speaker in German (written and spoken)
- A minimum of 6 months of customer care service experience — regardless of industry background
- Strong communication skills with the emotional intelligence to handle high-impact customer situations
- A natural sense of empathy and a genuine desire to help people
- Resilience and composure when dealing with complaints or difficult conversations
- A proactive mindset with strong follow-through — you do what you say you will do
- Comfort working in a fast-paced, ever-evolving scale-up environment
- Agile, adaptable, and energized by change
- Strong problem-solving skills and the confidence to take ownership
Wünschenswert
- Experience in fintech, banking, payments, or financial services
- Previous experience in a phone-based customer support role
Benefits
- 100% remote working
- Competitive salary
- Up to 15% monthly bonus linked to individual and team performance
- Stock Option/Shares program
- Usage of the company's flats in Cyprus for our work-and-swim program
- Opportunity to develop your skills in a fast paste FinTech environment
- Multi-sport card
Arbeitsmodell
Remote (Worldwide)
Weitere Informationen
- Language: Native or fluent German (written and spoken)
- Working hours: 7-day operational support model, shift times between 07:00 and 19:00 CET
- Weekend work required once per month / every 6 weeks, with advance scheduling
- Hiring process: Application review, Technical Online Assessment (2 business days), Phone Etiquette Test (mock call with AI agent, 2 business days), Recruiter Call (15 min), Final Interview (45 mins), Offer
