Customer Care Specialist

About the role

As a , you will play a pivotal role in ensuring that our customers receive exceptional service and support. Your primary responsibility will be to assist customers with inquiries, resolve issues, and provide guidance on our products and services. This part-time position is ideal for individuals who are passionate about customer satisfaction and are looking to make a meaningful impact in a dynamic environment. You will be part of a dedicated team based in Amsterdam, where you will contribute to enhancing the overall customer experience.

Key facts

What you'll do

• Serve as the first point of contact for customers, addressing inquiries through various channels including phone, email, and live chat.
• Provide detailed information about Twelve's products and services, ensuring customers have a clear understanding of their features and benefits.
• Resolve customer complaints and issues efficiently, utilizing problem-solving skills to turn negative experiences into positive outcomes.
• Maintain accurate records of customer interactions and transactions in our customer relationship management (CRM) system.
• Collaborate with other departments, such as sales and technical support, to ensure customer needs are met and issues are resolved promptly.
• Conduct follow-up communications with customers to ensure their issues have been resolved to their satisfaction.
• Identify trends in customer inquiries and feedback, providing insights to management for potential improvements in products or services.
• Assist in the development of customer care policies and procedures to enhance service delivery and efficiency.
• Participate in training sessions to stay updated on product knowledge and customer service best practices.
• Contribute to team meetings by sharing customer feedback and suggesting improvements to enhance the overall customer experience.
• Engage in continuous learning about industry trends and customer service innovations to better serve our clientele.
• Foster a positive and professional relationship with customers, ensuring that every interaction reflects the values of Twelve.

Requirements

• Proven experience in a customer service role, preferably in a part-time capacity, with a focus on providing excellent customer support.
• Strong verbal and written communication skills in English; proficiency in additional languages is a plus.
• Ability to work effectively in a fast-paced environment while managing multiple tasks and priorities.
• Proficiency in using customer service software and CRM systems; familiarity with tools like Zendesk or Salesforce is advantageous.
• Excellent problem-solving skills, with a proactive approach to resolving customer issues.
• Strong attention to detail and organizational skills, ensuring accurate documentation of customer interactions.
• A positive attitude and a genuine desire to help customers, coupled with a strong sense of empathy.

Nice to have

• Experience in the tech or software industry, providing a deeper understanding of the products and services offered by Twelve.
• Familiarity with customer service metrics and performance indicators, enabling you to contribute to team goals effectively.
• Previous experience in a multicultural environment, enhancing your ability to connect with diverse customer backgrounds.
• Knowledge of social media platforms and their role in customer engagement and support.

Skills & tools

• Customer relationship management (CRM) software
• Communication tools (email, chat, phone)
• Problem-solving techniques
• Data entry and documentation skills
• Time management and organizational skills

Practical notes

• This position is part-time, requiring flexibility in scheduling to accommodate customer needs.
• The role is based in Amsterdam, and candidates should be local or willing to relocate.
• Applicants should be prepared for a comprehensive interview process, which may include role-playing scenarios to assess customer service skills.
• Opportunities for professional development and training will be provided to enhance your skills and knowledge in customer care.

Join Twelve as a Customer Care Specialist and become a vital part of our mission to deliver outstanding service to our customers. Your contributions will help shape the customer experience and drive our success in the industry. If you are passionate about helping others and thrive in a collaborative environment, we encourage you to apply and be part of our innovative team.