Dutch Customer Support Agent

Alven; Paris; On-site; EUR 32,000 - 54,000; Full time

Benefits offered by this job

Lunch provided

Up to 30 days Work From Anywhere

20+ days vacation

Travel allowance

Company pension

CF Library

Company events & overseas trips

New joiner swag pack

Job summary

Creative Fabrica seeks a Dutch Customer Support Agent to handle email and phone inquiries from Dutch customers, monitor bugs, and engage with users via Facebook comments and DMs. You will escalate issues, report trends, and assist the team with knowledge sharing through Slack.

Fluent in Dutch and English, you will thrive in a fast-paced environment, support the crafting community, and contribute to a high-quality customer experience at Creative Fabrica.

Qualifications

• 1+ years of experience in a second-level customer support role.
• Excellent verbal and written Dutch and English.
• Strong communication and soft skills for de-escalation.
• Analytical skills to handle complex escalations and bugs.
• Self-motivated with ownership and growth mindset.
• Team player with collaborative attitude.

Responsibilities

• Serve as frontline Tier 1/2 support for Dutch-speaking users via email and phone.
• Escalate and manage issues, investigate and resolve cases promptly.
• Support frontline team through Slack with ad-hoc requests.
• Monitor and report bugs, document bug reports and follow up.
• Provide Facebook DM support, troubleshooting, and customer care.
• Maintain and update case documentation and escalation records.
• Identify escalation trends and suggest process improvements.

Skills

Dutch fluency

English fluency

Communication

Analytical thinking

De-escalation

Independence

Teamwork

Tools

Ticketing software

Time-tracking software

Canva

Adobe Illustrator

Job description

About Creative Fabrica

Creative Fabrica is a fast-growing AI platform that makes it easy for everyday consumers to create whatever they imagine, from images and videos to audio and 3D creations, using the latest generative AI models.

About the role:

In the Community, we are responsible for supporting our crafting community. Our community means the world to us, there would be no Creative Fabrica without them! Our users are extremely engaged and are at the core of everything that we do. Our goal at Community Support is to connect with our customers and designers on a deeper level, turning them into brand ambassadors while making sure we handle their questions and are as consistent, efficient, and effective as possible.

As a Dutch Customer Support Agent, your primary responsibility will be handling email and phone support inquiries from our Dutch customers. Additionally, you will play a vital role in monitoring and reporting bugs, providing top-notch customer assistance through Facebook Direct Messages (DMs), and engaging with customers through comments on Facebook.

What you will do:

• Frontline Customer Support (Tier 1): Act as the first line of contact for our Dutch-speaking community, efficiently resolving incoming phone calls and email tickets with empathy, clarity, and speed.
• Escalation Management: Handle escalated customer issues and complaints that have been escalated by the L1 agents. Investigate, troubleshoot, and resolve cases promptly while maintaining a high level of professionalism and empathy.
• Team Support: Collaborate with the frontline support team, providing guidance and knowledge to help them handle routine queries effectively and minimize escalations. This will mainly entail answering ad-hoc requests via Slack channel.
• Bug Monitoring and Reporting: Diligently monitor for any bugs reported by customers and promptly escalated them to the relevant departments for resolution. Maintain detailed documentation of bug reports and follow up on their resolution.
• Facebook Customer Support: Provide exceptional customer support through Facebook DMs, responding to inquiries, troubleshooting issues, and ensuring customer satisfaction with our products or services.
• Documentation: Maintain comprehensive and accurate records of escalated cases, including all communication, actions taken, and resolutions provided.
• Escalation Trend Analysis: Identify trends in customer and agent escalations, providing further feedback and recommendations for process improvements.

What you will need:

• You have 1+ years of experience in Customer Support 2nd level role
• You have excellent verbal and written Dutch and English skills
• You have great communication and soft skills, allowing you to effectively de-escalate situations
• You have analytical skills to handle complex escalations and bug-related issues
• You are self-motivated. You can work independently, take ownership of your targets, and come up with innovative solutions
• You are a team player. You have a proven track record of working in collaboration with others, you are friendly, positive, and open
• You are flexible and adaptable as we are always evolving
• You are open to feedback and have a growth mindset

Nice to have:

• Experience with social media support
• Experience with ticketing and time-tracking software
• Basic graphic design knowledge (experience with Canva, Adobe Illustrator, Cricut)

Please note: Previous customer support experience is required for this role

We would also like to offer you:

• Lunch:On days you work in the office a warm fresh lunch will be provided for you.
• Up to 30 days Work From Anywhere Benefit based on your choice of work arrangement
• 24days of paid vacation per year + public holidays.
• Travel Allowance, if you live more than 10 KM from the office.
• Companypension plan.
• CF Library
• Companyeventsandoverseas trips!
• New JoinerSwag Pack!

Creative Fabrica is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.