Customer Service Specialist

**About us**
Optiply is located at the intersection of three fast-growing industries: Software as a Service, Artificial Intelligence and E-commerce. With our smart purchasing software, we now offer to more than 300 web shops and wholesalers access to the same tool on the basis of monthly subscriptions. With Optiply, our clients can predict sales and determine exactly what to buy and when. This not only provides financial benefits, but also ensures that there are far fewer emissions and waste in the supply chain. Companies that work with us are, for example, DekbedDiscounter, Travelbags and XXL Nutrition. Despite the fact that we finance everything from our own turnover, we are one of the top 10 fastest growing tech companies in the Netherlands. This and the international ambitions mean that we will go from 30 to 100 employees next year. So plenty of personal growth opportunities

We are looking for our very first dedicated Customer Service employee at Optiply. Optiply is a fast-growing tech startup in the booming e-commerce industry. Our goal is to have 5000 customers in 5 countries in the coming 5 years.
As a Customer Service employee at Optiply, you continuously strive for excellent service towards our customers. In many ways, you will be the face of our company. As the very first full-time Customer Service employee, you have a blank canvas to paint and make it your own.
**This is what you'll be doing**
- Be the primary owner and driver of key support KPIs like Time to respond, Time to solve, and CSAT score.
- Be the main contact person for support issues (technical and non-technical) and general product-related questions.
- No matter how big or small the request is, you’ll take care of customer service in a timely, accurate, and friendly manner by yourself or with someone in the team who can help you with it.
- You’ll become a walking Optiply Encyclopedia who is able to provide top-notch (technical)assistance and information about all of our products.
- You’ll help turn our customers into raving fans by using the magical formula of empathy, honesty, generosity + product knowledge.
- You will coordinate with Technical Support Engineers to provide our customers with a timely response and resolution, where needed.
- Immediately escalating serious complaints or issues that you are not equipped to deal with.
- Identifying common problems and escalating them to management/team leads, along with possible suggestions for improvement, wherever possible.
- You’ll keep our online FAQs updated with all the latest questions and answers (and provide feedback to the different teams where applicable).
- You’ll tag and report on FAQs with the intention to reduce these over a period of time.

**This is who we’re looking for**
**No experience in (digital) Customer service?**
**No problem.**

*
If you have the right motivation and heart for the customer.
- If you are a people person, empathic, structured, detail-oriented, and great at verbal and written communication.
- If you like to discover/join a tech company in the fast-growing e-commerce industry.
- If you have worked in any kind of customer service role and are a bit techy and nerdy, you will ease into this role.

**What you’ll bring**:

- One to two years of experience in any kind of customer-facing role.
- A bit of interest and curiosity about technology and data.
- Great written and verbal communication:

- Flawless level of Dutch both written and spoken (at least C1 level)
- Great command of the English language.
- The excitement in working in a fast-growing and rapidly changing environment.
- A can-do, give-me-a-problem-and-I’ll-solve-it spirit
- Sound judgment and excellent problem-solving skills.
- A drive to dig into the details of a system or process to solve customer problems.

**Bonus points**:

- If you have retail, technical, or e-commerce support experience.
- Additional languages
- Experience with SQL will be a big bonus.
- Practical experience with Helpdesk software, such as Zendesk, and CRM software, such as Hubspot, will be a big bonus.

**This it what we offer**
- To be a part of a startup/scaleup that is set to disrupt the e-commerce space.
- Entry into the tech and SaaS world.
- White canvas to jointly build out the foundations for a global customer support team.
- Hybrid working environment
- Good salary with a nice bonus structure, training opportunities and many career opportunities;
**This Job Description made your day?**

At Optiply, we are committed to ensuring equal opportunities for everyone at all times, so also in hiring.
As the first step of our recruitment process we will ask you to play a couple of short fun games. These games provide you with the opportunity to showcase your skills, talents and personality. It will take around 20 minutes and you can do them either on your computer or phone.

Location: Praceta de Angola,7005-543 Évora, Évora