Customer Care Specialist - Dutch or German (Full remote, Freelancer, 18.000€ – 24.000€)

About the Role

As a Customer Care Specialist, you will be the voice of Finom, delivering not just excellent service, but a standout, memorable customer experience. Our goal is not simply to resolve issues, but to turn moments of frustration into moments of trust, and customers into passionate advocates for Finom.

You will support customers primarily via phone, while also handling chat and email interactions as needed. You will engage with customers who may be experiencing complex or high-impact issues, and your ability to build rapport, demonstrate empathy, and take ownership will be key to your success.

What you'll do:

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations
• Build strong, genuine rapport with customers, especially during challenging or sensitive situations
• Actively listen to understand customer needs, concerns, and the root cause of issues
• Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand
• Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible
• Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved
• Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability
• Collaborate closely with internal teams to escalate, track, and resolve complex issues
• Accurately document customer interactions and outcomes in internal systems
• Contribute to continuous improvement by sharing insights and feedback from customer interactions

Who You Are

• Native or fluent speaker in Dutch or German (written and spoken)
• A minimum of 6 months of customer care service experience - regardless of industry background
• Strong communication skills with the emotional intelligence to handle high-impact customer situations
• A natural sense of empathy and a genuine desire to help people
• Resilience and composure when dealing with complaints or difficult conversations
• A proactive mindset with strong follow-through - you do what you say you will do
• Comfort working in a fast-paced, ever-evolving scale-up environment
• Agile, adaptable, and energized by change
• Strong problem-solving skills and the confidence to take ownership

Nice to have

• Experience in fintech, banking, payments, or financial services
• Previous experience in a phone-based customer support role

What we offer

• 100% remote working.
• Competitive salary.
• Up to 15% monthly bonus linked to individual and team performance.
• Stock Option/Shares program.
• Usage of the company's flats in Cyprus for our work-and-swim program.
• Opportunity to develop your skills in a fast paste FinTech environment.
• Salary from 18.000 EUR to 24.000 EUR based on experience
• b2b freelancer contract

Working Hours and Flexibility:

• 7-day operational support model
• Shift times between 07:00 and 19:00 CET
• Weekend work required once per month / every 6 weeks, with advance scheduling