Dutch Customer Support Specialist - Remote & Escalations

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

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.