Customer Care Officer

**COMPANY**

**Description**:
Bits is a live shopping app where people buy and sell collectibles through live auction shows.

We said collectibles?

This is the hottest space of the passion economy. On Bits you find high demand items such as Pokemon cards, Funko pops, comics or sneakers - and longer-term everything passionate people need to enjoy life. We think possibilities are limitless.
- ** Year of creation**: 2021
- ** Business segment **:Retail / Auctioning
- ** Current members**: +35
- ** Location**: Netherlands/Belgium/Remote

**MISSIONS**

**1. Opportunity**
**Context**

Bits is on a mission to create the **most entertaining collectibles trading experience** by reinventing the way people manage and grow their passion.

We make it **safe** and **fun** for buyers and sellers to engage and seamlessly trade through our **live video auctions marketplace**.

**What it’s all about**

**Be the first Dutch-speaking Customer Care Officer for Bits, pampering our customers (sellers and users) to give them an amazing collectibles trading experience**
- Your role will be to ensure Bits customers - sellers and buyers - have a seamless experience and feel supported and cared for, through timely and engaging customer service.
- You’ll be the face and voice of the company - representing our brand as you deal with our customers' passions. We take this very seriously, but you'll see that the tone is quite light :)
- This is an opportunity to join a fast-growing customer-led, mobile-first business where much is still to be defined and built. You will grow as the company grows.

You’ll be employee #1 joining the BENELUX Customer Care team, working alongside Louise (our Senior Customer Care Specialist) and will regularly engage with the Ops, Growth, Product and Marketing team

**2. Role & Responsibilities**

We're looking for passionate personalities committed to:
**1. Ticketing: Provide ongoing customer support to buyers and sellers**
- Rapidly respond to customers and collect required information to qualify their demand
- Identify the most appropriate solutions by leveraging multiple sources of information
- Level 1: address frequent issues based on knowledge base
- Level 2: manage issues involving both users and sellers to find most balanced solution
- Level 3: recommend appropriate way to handle more complex situations - to be validated with Customer Care Specialist
- Make changes to our systems (e.g. shipping status) and conduct refunds where relevant

**2. Knowledge base: Improve our helpdesk support and our tools, working with Customer Care Specialists**
- Propose updates to the FAQ and implement them once validated by Customer Care Specialist
- Suggest improvements to our tools to increase productivity, e.g. predefined answers
- Identify and qualify issues and bugs mentioned by users and report to Ops and Product Team

**3. Care Operations: Manage customer Care operations**
- Ensure refunds of cancelled orders, update user details if needed
- Reach out to buyers/sellers to address potential issues (e.g. shipping delays), together with -Sales team, reach out to users/sellers to celebrate special milestones

**4. Build Customer Care Expertise: Gradually address more complex customer care activities**
- Become topic expert on selected issue / use case (e.g. payments)
- Conduct onboarding calls with news sellers and prepare them for their first shows
- Monitor compliance to community rules and enforce relevant penalties in case of misbehaviours

**SKILLS & EXPERIENCE**

**1. Passion for driving high customer satisfaction.**
- You are excited about understanding our user needs and pampering our community
- You display strong empathy and a good ability to connect with customers
- ** Strong communication skills and empathy**
- You are fluent in English and Dutch. A third language is a strong plus (German, French, Spanish, Italian, Portuguese)
- Your written communication is clear and precise, and your style is engaging and easy to understand
- You get energy from picking up the phone and talking live with customers
- You can understand the mood of a given customer and adapt your tone accordingly

**2. Excitement about working efficiently as a team**
- You strive for autonomy and flexibility but know when to require help & tips to make things done
- You work with the rest of the Customer Care team to align on priorities
- You collaborate well with other teams (Growth, Tech & Product) to efficiently gather required information
- You are comfortable working in a fast-paced environment and take ownership of your objectives

**3. Organised and structured mindset**
- You are structured and detailed-oriented in your ways of working
- You can coordinate multiple processes in parallel with rigour
- You know how to identify pain points and synthesize what you hear from customers

**Hiring Process**
This is an important hire for Bits and we want to make sure that** **we get to know you well, understand your motivations and e