EXPLORE YOUR NEXT CHAPTER
Customer Experience Specialist @ in3 | Dutch Native
weWow
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted Oct 19
About this role
Are you an empathetic, solution-oriented communicator with a strong customer-first mindset? Do you want to represent one of the leading Buy Now, Pay Later (BNPL) fintech brands in the Netherlands and help customers and merchants with payment questions and financial solutions? Then get ready for the career adventure of a lifetime in sunny Valencia, Spain! At weWow, you’ll thrive in a dynamic scale-up environment, working with some of Europe’s most renowned and fastest-growing brands. Join our international community of passionate professionals, where personal and professional growth come first. Behind the brand. in3 is a Dutch fintech that lets customers pay for their purchases in 3 parts. Think of buying an expensive washing machine and spreading the cost over 3 months, without the stress. Its mission goes further than convenience: in3 wants to protect the financially vulnerable. In recent years, more and more people have ended up in debt through “buy now, pay later” providers, and in3 refuses to be part of that. That’s why it built technology that checks a consumer’s creditworthiness in milliseconds, so customers only take on what they can handle. About the role. As a CX Specialist on the in3 account, you are the first point of contact for both consumers and partner webshops. You handle inbound questions by phone and in writing, helping with payment statuses, refunds, payment schedule extensions and processing delays. Some conversations will be about financially sensitive situations, and that’s exactly where you make the difference: you stay professional, empathetic and constructive, and you look for a solution that works. For more information about in3, click here ! How to WOW. Provide high-quality support to consumers and merchants via phone and written channels (email/chat) Answer questions about order cancellations, payment schedules, return confirmations and payouts Support customers facing temporary financial difficulties by finding suitable solutions within in3’s policies Mediate in disputes between customers and webshops Keep accurate records of customer cases and coordinate with payment processors when needed Help improve team KPIs such as customer satisfaction, response rate and average handling time Share patterns in customer feedback with your supervisors and brainstorm with colleagues to improve the customer journey Stay up to date on the latest policies and regulations in the fintech and consumer credit space The WOW factor. Native-level Dutch (spoken and written) and fluent to near-native English Experience in omnichannel customer support, handling both phone calls and written tickets Strong empathy, active listening and a genuinely customer-centric attitude Comfortable handling sensitive conversations about financial difficulties or payment deadlines Solution-driven, stress-resilient and precise in your administration Proficient with computers and quick to learn new systems Curious about fintech and eager to keep learning A plus: a valid Wft certificate/diploma (Adviseur Consumptief Krediet), or a background in finance The extra’s you’ll love. The career adventure of your lifetime in sunny Valencia, Spain The chance to work in a scale-up environment with a high-performance culture Collaboration with the most well-known and fastest-growing brands in Europe Be part of an incredible, international community of like-minded and motivated professionals The opportunity to grow and develop yourself both personally and professionally Delicious and healthy breakfast and lunch A comprehensive benefits program, including Spanish classes, boot camps, the coolest team-building activities, and more Support with Spanish administration, tips and tricks for relocation, and access to Spanish health insurance Join us for more than just a job, and be part of an unforgettable journey!