To join its international team in Amsterdam, Bitsafe is seeking to hire aCustomer Experience Specialist (m/f)
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 Payment 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. Soon a Mastercard debit card will be added to these Bitsafe accounts.
We are currently seeking to hire a Customer Experience Specialist (CES). As a CES you understand and support Bitsafe’s customer base in combination with Bitsafe’s business plan. Your role is a major contributing factor in improving the usage of the Bitsafe service offering.
The service offering starts with onboarding of new customers. The CES is intimately involved with the client onboarding and account opening process at Bitsafe. Combining his/her knowledge and skills with the available technological tools, the Customer Experience Specialist pre-fills account opening documentation for clients, reviews completed documentation packages, completes data collection, coordinates with compliance and risk management to resolve any documentation issues, and responds to client and internal inquiries in a timely and personalized manner.
The Customer Experience Specialist works closely together with the Technical Support staff to coordinate technical implementation of Bitsafe's technology on the clients’ servers.
Once customers are boarded, the CES will support a designated part of the customer base in every way possible to promote the usage of the full Bitsafe service offering. 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. That means that you recognize that a consistently exceptional user experience is a major contribution to the value of our brand.
Outbound customer experience contact is established with each customer at least once every three months. Contact is either by phone, Skype, Google Hangouts 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.
As part of our services we provide payment solutions to high-risk businesses, this includes online adult entertainment websites. This means that you need to feel comfortable with adult content and interacting with the people who run those online businesses.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 client onboarding and account opening process;
Complete customer files for the Bitsafe’s Compliance Department;
Stay current on new functionalities of Bitsafe’s products and services;
Adhere to departmental policy regarding necessary documentation;
Use Bitsafe’s CRM tool to manage the designated customer base.
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 start-up culture, workspace, and development;
Is comfortable dealing with adult content;
Has very strong English communication skills.
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’.
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!
Please send your motivation letter and resume to our HR department, via: firstname.lastname@example.org
We kindly ask recruitment agencies and headhunters to not come with an offer to find qualified candidates for our vacancies.