Finance and Economics Management & Business Others
3 - 5 Years
Customer Experience Specialist
To join its international team in Amsterdam, Bitsafe is seeking to hire a
Customer Experience Specialist 40 hours per week
Bitsafe is the new name for Freenom and Verotel, two disruptive brands in the transactional online business space. Freenom is the world's second largest domain registration provider with over 35 million active internet domains registered. Verotel is a registered Electronic Money Institution processing millions of credit card transactions.
Bitsafe brings these two brands together into a new service: a Bitsafe Basic Payment Account. Offering a "discreet account", Bitsafe provides a Bitsafe IBAN, allowing account holders to take part of SEPA transactions and hold domain names and other digital assets. Purchases and ATM withdrawals can be made with the Bitsafe Debit Card.
We are currently seeking to hire a Customer Experience Specialist (CES). As a CES you understand and support Bitsafe's business customers. Your role is a major contributing factor in improving the usage of the Bitsafe service offering.
The CES is intimately involved as an account manager of a designated part of Bitsafe business account portfolio. The Customer Experience Specialist works closely together with the Technical Support staff to coordinate technical implementation of Bitsafe's technology on the clients' servers.
Your account management tasks include inbound and outbound communication. You support all inbound questions and inbound requests. That means that you eat, sleep, and breathe customer service (not average service - instead, think Starbucks, Coolblue & Amazon). You understand that exceptional user experiences must be created in every single interaction with the customer. You are motivated to bring a US-style customer support routine to our office in the Netherlands.
Outbound customer experience contact is established with each customer at least once every three months. Contact is either by phone, Skype, Google Hangouts, Zoom or by email. During this outbound communication information is used from the existing customer file, research documentation, current usage of Bitsafe's services and information supplied by the customer. The CES will provide information about additional Bitsafe's services, the product roadmap and provides tips and tricks. A Quarterly Business Report (QBR) of these findings and discussions will be created by the CES and sent to both the customers and Bitsafe's Sales Manager. The QBR will be used in every further engagement with the customer.
Bitsafe is a high-risk payment service provider. Part of Bitsafe's high-risk business is providing payment solutions for online adult entertainment businesses. This means that you need to feel comfortable interacting with the people who run those websites. The regulatory framework around high-risk transaction processing has become very professional and Bitsafe is following and contributing to the rules and regulations set by the card and banking industry.
Your responsibilities will be:
Provide inbound and outbound customer support services to Bitsafe's customers either by phone, email or chat;
Focus on best in class customer experience;
Contribute to Bitsafe business goals;
Create Quarterly Business Reports for customers and Sales Manager;
Be involved with technical integration and usage of tools;
Stay current on new functionalities of Bitsafe's products and services;
Use Bitsafe's CRM tool to manage the designated customer base.
The ideal candidate:
Has a Bachelor or Master's degree;
Has a personal passion for meeting and exceeding customer expectations;
Has strong Commercial, Networking and Presentation skills;
Has at least 2 years of experience in a similar role;
Is a very detail-oriented professional, who is extremely well organized and has the ability to have a "helicopter-view" at all times;
Gets excited by scale-up culture, workspace, and development;
Is comfortable dealing with adult content;
Has very strong English communication skills.
What we offer:
An international multilingual team in a fast and growing environment;
A very competitive salary / pension package;
A modern, spacious office in the Houthavens with beautiful view on 'het IJ'.
Join us! Are you a natural born shape shifter who enjoys jumping into multiple types of projects across the company? Do you enjoy working within a dynamic, informal and entrepreneurial environment? Then jump onboard and apply today!
How to apply Please send us an email with your motivation letter and CV.
We kindly ask recruitment agencies and headhunters to not come with an offer to find qualified candidates for our vacancies.