Customer Experience Specialist (Dutch)

Position: Customer Experience Specialist (Dutch)

Location: Valencia, Spain

Work model: on-site

Employment type: Full-time

DUTIES AND RESPONSIBILITIES:

• Provide customer support via phone, email, and chat for users of the fintech platform
• Assist customers with payment-related inquiries, refunds, cancellations, and account-related questions
• Mediate disputes between customers and partner webshops to ensure positive customer outcomes
• Troubleshoot customer issues and contribute to process improvements and operational efficiency
• Support achievement of team KPIs including customer satisfaction, response times, and handling times
• Identify recurring customer feedback patterns and communicate insights to internal stakeholders
• Collaborate with colleagues to improve customer experience and optimise business processes
• Stay up to date with internal policies, fintech processes, and indus...