Customer Success Specialist (German and Dutch Speaking)

Job Description

Company Introduction

Our client is a company focused on secure digital communication systems.

Job Responsibilities and Duties

• Review and manage customer support tickets escalated by the AI chatbot, including disputes, refund requests, and complex customer cases;
• Process and validate refund and cancellation requests in line with internal procedures and compliance guidelines;
• Monitor and review the quality and accuracy of automated customer responses across multiple languages, contributing to the improvement of AI scripts and workflows;
• Detect recurring complaint patterns, operational issues, and customer experience trends across different markets, escalating findings where necessary;
• Support compliance processes related to customer rights, cancellations, and withdrawal procedures;
• Maintain and update multilingual FAQ and customer knowledge base content;
• Monitor online reviews, ratings, and customer feedback across platforms including Google, Trustpilot, forums, and social media channels;
• Respond professionally to customer reviews and reputation-related matters, ensuring a solution-oriented and brand-aligned approach;
• Identify and report suspicious review activity, reputation risks, negative trends, or potential defamation campaigns;
• Coordinate with internal departments regarding escalated customer experience and reputation-related cases;
• Support customer satisfaction and positive review initiatives across different markets and brands;
• Prepare monthly reports covering customer satisfaction metrics, reputation scores, response times, and operational performance indicators;
• Maintain accurate records of customer interactions, escalations, and reporting activities within CRM and ticketing systems.

Experience

• Previous experience within customer support, customer success, customer experience, moderation, or online reputation management roles;
• Minimum of 1–2 years’ experience within a customer-facing or digital customer relations environment;
• Experience working with CRM, ticketing, or customer support platforms such as Zendesk, Intercom, or similar systems;
• Familiarity with review monitoring and reputation management tools such as Google Alerts, Mention, Trustpilot, or equivalent platforms will be considered an asset;
• Experience working within multilingual or international customer environments will be considered an advantage;
• Fluency in English together with German, Dutch, or both languages is required.

Personal Skills

• Strong communication and interpersonal skills;
• Professional, empathetic, and customer-focused approach;
• Excellent written communication skills with strong attention to tone and detail;
• Strong analytical and problem-solving abilities;
• Ability to remain calm and professional when handling escalated or sensitive situations;
• Well-organised with the ability to manage multiple priorities and deadlines;
• Proactive mindset with strong attention to detail and quality standards;
• Comfortable working within fast-paced and technology-driven environments.