Customer Success Specialist (German and Dutch Speaking)

Our client is a company focused on secure digital communication systems.

• Review and manage customer support tickets escalated by the AI chatbot, including disputes, refund requests, and complex customer cases;
• Process and validate refund and cancellation requests in line with internal procedures and compliance guidelines;
• Monitor and review the quality and accuracy of automated customer responses across multiple languages, contributing to the improvement of AI scripts and workflows;
• Detect recurring complaint patterns, operational issues, and customer experience trends across different markets, escalating findings where necessary;
• Support compliance processes related to customer rights, cancellations, and withdrawal procedures;
• Maintain and update multilingual FAQ and customer knowledge base content;
• Monitor online reviews, ratings, and customer feedback across platforms including Google, Trustpilot, forums, and social media channels;
• Respond professionally to customer reviews and reputation-related matters, ensuring a solution-oriented and brand-aligned approach;
• Identify and report suspicious review activity, reputation risks, negative trends, or potential defamation campaigns;
• Coordinate with internal departments regarding escalated customer experience and reputation-related cases;
• Support customer satisfaction and positive review initiatives across different markets and brands;
• Prepare monthly reports covering customer satisfaction metrics, reputation scores, response times, and operational performance indicators;
• Maintain accurate records of customer interactions, escalations, and reporting activities within CRM and ticketing systems.

• Previous experience within customer support, customer success, customer experience, moderation, or online reputation management roles;
• Minimum of 1–2 years’ experience within a customer-facing or digital customer relations environment;
• Experience working with CRM, ticketing, or customer support platforms such as Zendesk, Intercom, or similar systems;
• Familiarity with review monitoring and reputation management tools such as Google Alerts, Mention, Trustpilot, or equivalent platforms will be considered an asset;
• Experience working within multilingual or international customer environments will be considered an advantage;
• Fluency in English together with German, Dutch, or both languages is required.

• Strong communication and interpersonal skills;
• Professional, empathetic, and customer-focused approach;
• Excellent written communication skills with strong attention to tone and detail;
• Strong analytical and problem-solving abilities;
• Ability to remain calm and professional when handling escalated or sensitive situations;
• Well-organised with the ability to manage multiple priorities and deadlines;
• Proactive mindset with strong attention to detail and quality standards;
• Comfortable working within fast-paced and technology-driven environments.

*Please note that all job applicants will be automatically added to the Broadwing LTD candidate database and will receive an automatic email with user credentials to benefit from our online platform.