Customer Care Specialist

About the role

As a , you will play a role in ensuring exceptional customer experiences. Your primary responsibility will be to assist customers with inquiries, resolve issues, and provide support for our innovative products and services. You will be part of a dynamic team based in Amsterdam, where your contributions will directly impact customer satisfaction and loyalty. This full-time position offers an opportunity to work in a fast-paced environment, where you can develop your skills and grow your career in customer service.

Key facts

What you'll do

• Serve as the first point of contact for customers, addressing inquiries through various channels such as phone, email, and live chat.
• Provide accurate information about Twelve's products and services, ensuring customers receive comprehensive support.
• Troubleshoot and resolve customer issues efficiently, utilizing problem-solving skills to enhance the customer experience.
• Maintain detailed records of customer interactions and transactions in our CRM system to ensure continuity and follow-up.
• Collaborate with cross-functional teams, including product development and marketing, to relay customer feedback and suggest improvements.
• Conduct follow-up communications with customers to ensure their issues have been resolved and they are satisfied with the solutions provided.
• Assist in the development of customer care resources, including FAQs and knowledge base articles, to empower customers with self-service options.
• Participate in training sessions to stay updated on product knowledge and customer service best practices, ensuring you provide the highest level of support.
• Identify trends in customer inquiries and feedback to help the team proactively address potential issues and improve service delivery.
• Engage in continuous learning and development opportunities to enhance your skills and contribute to the overall success of the customer care team.
• Support the onboarding process for new customers, guiding them through initial setup and usage of our products.
• Contribute to a positive team environment by sharing insights and collaborating with colleagues to enhance overall service quality.

Requirements

• A minimum of 2 years of experience in customer service or a related field, preferably in a tech or startup environment.
• Strong communication skills, both verbal and written, with the ability to convey information clearly and effectively.
• Proficiency in using customer relationship management (CRM) software and other support tools.
• Excellent problem-solving abilities, with a focus on finding solutions that meet customer needs.
• Ability to work independently and as part of a team, demonstrating flexibility and adaptability in a fast-paced setting.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.

Nice to have

• Experience in a tech or SaaS company, with a solid understanding of software products and services.
• Familiarity with customer support metrics and performance indicators, such as Net Promoter Score (NPS) or Customer Satisfaction Score (CSAT).
• Fluency in additional languages, which can enhance customer interactions and support a diverse clientele.

Skills & tools

• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint) and Google Workspace (Docs, Sheets, Slides).
• Experience with customer support platforms such as Zendesk, Freshdesk, or similar tools.
• Familiarity with project management tools like Asana, Trello, or Jira to track tasks and collaborate with team members.
• Strong analytical skills to assess customer feedback and identify areas for improvement.

Practical notes

• This position is based in Amsterdam, and candidates must be eligible to work in the Netherlands.
• The salary will be competitive and based on the candidate's experience and qualifications.
• Twelve is committed to fostering an inclusive workplace and encourages applications from diverse backgrounds.
• Interested candidates can apply through the provided link: https://twelve.bamboohr.com/careers/124.

Join Twelve as a Customer Care Specialist and become a vital part of our mission to deliver exceptional customer experiences. Your expertise and dedication will help shape the future of our customer service approach, ensuring that we continue to meet and exceed the expectations of our valued customers.

About the company

Twelve is pioneering a new industrial era with carbon transformation. We use electrochemistry to turn CO2 into critical products - fuels, chemicals, and materials - that today rely on fossil fuels.