Talmundo is a fast-growing international HR tech scale-up that modernizes and simplifies onboarding activities with employee experience as the main driver. Our B2B SaaS platform helps employers all over the world, such as Orange, Bacardi, ABN AMRO, and Lufthansa, revolutionize their employee onboarding experience. Our software blends HR best practices with a company's culture to deliver a great onboarding experience that will positively impact their business by getting new hires up and running and integrated faster. It helps businesses benefit from an engaged, committed and happy workforce.
We have an exciting opportunity for a Junior Customer Support Specialist, and are looking for a bright and promising young professional with a positive can-do attitude. This role sits within our Customer Support team, which is part of the Customer Success team, and you will report to Harissa, our Customer Support Manager. You play a critical role within the Customer Support team, serving as a product specialist who provides prescriptive, hands-on, technical guidance over our solution internally and to our SMB and Enterprise clients.
As a dedicated troubleshooter, you take ownership of customer issues, see problems through to resolution and will not rest until the customer is happy. You provide onboarding product expertise, help find and implement technical solutions, and deliver high client satisfaction. Through your drive to be the best at what you do, and your client focused mindset, you’ll help us build strong, long term relations with our clients and deliver the best experience, and make a direct impact on the international success of Talmundo.
For our Customer Success team there is nothing more important than the success of our clients. They work hard to eliminate systemic process bottlenecks that jeopardize overall client goal achievement and success. They ensure that our clients’ needs and goals are translated into their onboarding app and that the implementation goes as smoothly as possible, while also teaching them how to best leverage our onboarding solution moving forward. The CS team focuses on growth, not just on retaining the clients they have. In addition to preventing churn, they also drive expansion via up-selling, cross-selling, and new business via referrals.
The benefits of joining our team
Location: We have a dispersed working force. You may work remotely or at HQ which is centrally located near the train station at Schiphol airport;
Flexibility: We value balance and time with your family. Work remotely or from home. We give you the freedom, responsibility and trust you need to thrive;
Opportunity: You'll work for one of the most exciting scale-ups in the Benelux region and work with some of the biggest brands and companies like Kühne Nagel, Deloitte, and Engie;
Team: Join a young, dynamic and fun international team. We hope to soon be able to organize in person off-sites and team meetings again, but for now: virtual meetings it is;
Impact: Be part of a mission driven company with an impactful product that delivers true value to our clients;
Offer: We offer a competitive package with fast-track development opportunities.
About the role
As Junior Customer Support Specialist, you are responsible for solving individual product issues and provide product guidance for our team and clients. As a dedicated troubleshooter, you take ownership of customer issues, see problems through to resolution and do not rest until the customer is happy. You research and solve, track and report on issues, and provide insightful reports to support the team in their activities. You also work closely with your colleagues from the IT department and play a key role in translating our clients’ needs to the product team. Your role in serving the client and helping them to successfully get value out of our solution is invaluable for Talmundo.
Prior to your start with us, you’ll be assigned an internal buddy who is there to support you and ensure a soft landing. During your first weeks, you will get to know your colleagues and will learn all about Talmundo and our onboarding solution. You will be trained by your manager and your colleagues.
After the first weeks of your onboarding period (yes, we walk the talk), you’ll:
Advise and support our clients with deploying and/or optimizing their onboarding app by providing technical expertise through email inquiries and over the phone where needed;
Defuse complicated or frustrating customer situations, always maintaining a positive and solutions-oriented attitude;
Proactively detect and flag recurring issues or difficulties with the UI or customer experience and ensure steps are taken to help improve the process;
Deliver feedback to Product Management via the ticketing system and by participation in stakeholders' meetings;
Proactively search for ways to positively impact our clients success’ and contribute to their high expectations and satisfaction;
Elaborate performance reports to assist on strategic decisions and provide an overview on client satisfaction;
You are able to quickly form positive and collaborative relationships with all levels in the organization and collaborate inter-departmentally to resolve client issues and escalations;
Quickly build client confidence through demonstrated advisory and facilitation skills;
Maintain thorough knowledge of Talmundo’s products, features, and releases, by reviewing videos and other documentation and participating in training and team meetings.
You are an energetic, outgoing personality, who’s proactive, self-motivated & action-driven;
You are personable, emphatic, service-oriented and love to help people;
You demonstrate a strong sense of customer service with the ability to identify customer needs and expectations;
You enjoy being responsible for first-level troubleshooting and have strong problem-solving skills with prior experience in handling issues/tickets;
You resolve any (emerging) problems that customers might face in a timely and effective manner with efficiency and accuracy
You know how to defuse complicated or frustrating customer situations, while remaining positive and solutions-oriented;
You have the ability to analyze, design, and/or optimize functional or technical requirements;
You're a person who's well organized with strong time management skills, who can set priorities and get things done;
You are flexible and pragmatic with the ability to adapt to changing priorities and find alternative ways to reach goals or targets.
You have strong Dutch and English language skills and, of course, have excellent communication skills, both verbal and written. Proficiency in French would be an added bonus.
You are solution-driven, always see room for improvement, and are willing to learn and go the extra mile;
You like to work both independently and in a team and are committed to stay in this role for at least 2 years.
Why choose us
We support and celebrate differences and as a company, we thrive on them. We are an international team of talented people from different cultural backgrounds. Out of about 25 colleagues, we represent 13 nationalities. We’re from Belgium, Brazil, Bulgaria, Curaçao, Czech Republic, France, Germany, India, Italy, Moldova, New Zealand, Poland, Spain, and The Netherlands. All of us bring not only talent and passion, but a perspective that is both appreciated and needed. Feel free to be you and to be different; life would be boring if we were all the same!
At the heart of our business and guiding us in our day-to-day behavior and the way we do business, are our core values: Trust, Transparency, Collaboration, Quality, Innovation, and Continuous Learning. We want you to align with the most important part of our culture and still bring in what makes you unique and special. Talmundo is constantly evolving. It's how we grow and improve. With new blood comes new thinking – and so we continue the ongoing journey that is Talmundo.
We offer you lots of responsibility from the get-go and room for you to grow with us. If you thrive from working as part of a diverse and remote team, are excited by digging right in and learning from your colleagues, and have real impact while building a great product and company, this is the place for you!