About The Role
We are looking for a Dutch- and English-speaking Customer Service professional to join our remote team. In this role, you will handle inbound and outbound customer interactions related to support and collections, negotiate payments, assist with account funding, and provide clear guidance to customers. You will work independently while collaborating effectively with other teams, maintaining high standards of discretion, accuracy, and customer care.
Key Responsibilities
- Handle inbound and outbound calls for customer support and collection efforts via voice and written channels
- Engage in payment negotiation
- Assist customers with account funding
- Research and resolve collections-related inquiries over the phone
- Educate customers on account history and product details
- Explain the company's protection policy for relevant products
- Advise customers on managing funding transactions
- Support and tag vulnerable customers appropriately
- Provide insolvency support
- Secure commitments or promises to pay from customers for subsequent dates
- Take appropriate action on customer accounts
- Arrange call-backs at a convenient time or date for customers
- Forward or transfer customers to alternate teams, such as Customer Service, when necessary
- Update company systems with basic notes regarding call outcomes for reference by other teams
- Fluent in Dutch and English
- 1-2 years of experience in a fast-paced team-based retail, hospitality, or customer service call center environment (preferred)
- Good negotiation skills
- Experience in an internet company, financial services industry, or transaction processing (preferred)
- Proficiency in Microsoft Office products
- Ability to learn and adapt to new software technologies
- Strong multitasking abilities, including functioning in multiple telephone queues covering several product lines
- Strong working knowledge of PC-based internet and software applications
- Effective priority management skills
- Ability to work independently
- Results-oriented mindset
- High levels of discretion, teamwork, and commitment
- Welcome Bonus: ā¬2,000, paid in 12 monthly installments (1/12 per month) during the first year
- Meal Allowance (net): ā¬7.63 per working day
- Complexity Bonus: ā¬80
- Fully remote "Work from Home"
- Preference is given to candidates already residing in Portugal
- Exceptional accommodation support can be provided for candidates relocating to Portugal if necessary
