Customer Care Specialist, Dutch Speaking
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Job Description
Customer Care Specialist supporting Dutch-speaking customers for Finom’s all-in-one financial platform. Resolving complex issues across phone, chat, and email while creating loyal customer advocates.
Responsibilities:
- Deliver a “wow” customer experience across phone, chat, and email
- Build strong, genuine rapport with customers, especially during challenging or sensitive situations
- Actively listen to understand customer needs, concerns, and root causes
- Communicate clearly, confidently, and empathetically
- Take full ownership of customer issues and drive rapid resolution
- Proactively follow up with customers and ensure issues are resolved
- Turn dissatisfied customers into loyal advocates
- Collaborate with internal teams to escalate, track, and resolve complex issues
- Accurately document customer interactions and outcomes in internal systems
- Share customer insights and feedback to support continuous improvement
- Support customers primarily by phone, with chat and email as needed
- Work within a 7-day operational support model, including scheduled weekend coverage
Requirements:
- Native or fluent speaker in Dutch, written and spoken
- Minimum of 6 months of customer care service experience
- Strong communication skills and emotional intelligence for high-impact customer situations
- Natural empathy and genuine desire to help people
- Resilience and composure when dealing with complaints or difficult conversations
- Proactive mindset with strong follow-through
- Comfort working in a fast-paced, evolving scale-up environment
- Agile and adaptable, energized by change
- Strong problem-solving skills and confidence taking ownership
- Experience in fintech, banking, payments, or financial services (nice to have)
- Previous phone-based customer support experience (nice to have)
- Availability for shift times between 07:00 and 19:00 CET
- Weekend work required once per month / every 6 weeks
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
- Continuous personal and professional development resources and opportunities
- Flexibility of traveling and working remotely or in a hybrid model across Europe
- Constant support and care
- Work & Swim Program: one month in a corporate apartment in Cyprus
- Equal opportunity and diversity-focused workplace
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