What you’ll do:

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

Who You Are

Native or fluent speaker in German, French, Dutch or Italian (written and spoken)
A proven ability to deliver exceptional, customer-first service — 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