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Customer Support Specialist

  • Type Job
  • Degree Bachelor
  • Location Den Haag, NetherlandsZuid Hollandlaan 7Den HaagNLDen Haag2596 AL
  • Posted
  • Start date -
  • Deadline -
  • FULL_TIMESalesIT

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Talmundo is a fast-growing international scale-up, whose B2B SaaS platform helps employers all over the world, such as ABN AMRO, Bacardi, TUI, N26, and Veon revolutionize their employee onboarding experience. Launched in 2014, Talmundo’s mobile-friendly cloud software modernizes and simplifies countless onboarding activities, while keeping employee experience as the main driver behind its solution.

We are looking for a bright and promising young professional looking to bring their fresh experience  to collaborate within a fast-growing HR tech company. In this role you will be part of our Customer Success team and will report to the Head of Customer Success. For our Customer Success team there is nothing more important than the success of our clients. They work hard to eliminate systemic process bottlenecks that jeopardize overall client goal achievement and success. They ensure that our clients’ needs and goals are translated into their onboarding app and that the implementation goes as smoothly as possible, while also teaching them how to best leverage our onboarding solution moving forward. The CS team focuses on growth, not just on retaining the clients they have. In addition to preventing churn, they also drive expansion via up-selling, cross-selling, and new business via referrals.

You play a critical role within the Customer Success team, serving as a product specialist who provides prescriptive, hands-on, technical guidance over our solution internally and to our SMB and Enterprise clients. You provide onboarding product expertise, help find and implement technical solutions, and deliver high client satisfaction. Through your drive to be the best at what you do, and your client focused mindset, you’ll help us build strong, long term relations with our clients and deliver the best experience, and make a direct impact on the international success of Talmundo. 

The benefits of joining our team

  • Location: Getting to work is easy since HQ is centrally located near the train station at Schiphol airport; 
  • Flexibility: We value balance and time with your family. Need to skip the commute? Work remotely from where you want, whenever you want. We give you the freedom, responsibility and trust you need to thrive;
  • Opportunity: You'll work for one of the most exciting scale-ups in the Benelux region, now employing 30+ people and working with some of the biggest brands and companies like Kühne Nagel, Deloitte, Lufthansa, Engie, Galapagos;
  • Team: Join a young, dynamic and fast-growing international team. Join with all your colleagues on our bi-annual company off-sites and team meetings every other month at HQ;
  • Offer: We offer a competitive package with fast-track development opportunities.

About the role

As Customer Support Specialist, you are responsible for solving individual product issues and provide product guidance for our team and clients. You research and provide resolution of complex issues, track and report on issues, elaborate insightful reports to support the CS team on their activities, work closely with the IT department and play a key role in translating our clients’ needs to the product team and also maintaining a seamless flow of support keeping a high level of client  satisfaction. Your role in serving the client and helping them to successfully get value out of our solution is invaluable for Talmundo.

During your first weeks, you will get to know your colleagues and will learn all about Talmundo and its onboarding solution. You will be trained by both your manager and your colleagues, and you’ll be assigned an internal buddy who is there to support you from your first day onwards.

After the first weeks of your onboarding period (yes, we walk the talk), you’ll:

  • Advise and support our clients with deploying and/or optimizing their onboarding app by providing technical expertise over the phone and through email inquiries;
  • Defuse complicated or frustrating customer situations, maintaining a positive and solutions-oriented demeanor;
  • Proactively detect and flag recurring issues or difficulties with the UI or customer experience and ensure steps are taken to help improve the process; 
  • Deliver feedback to Product Management via the ticketing system and by participation in stakeholders' meetings;
  • Proactively search for ways to positively impact our clients success’ and contribute to their high expectations and satisfaction;
  • Elaborate performance reports to assist on strategic decisions and provide an overview on client satisfaction;
  • Manage and collaborate inter-departmentally to resolve client issues and escalations;
  • Quickly build client confidence through demonstrated advisory and facilitation skills; Maintain thorough knowledge of Talmundo’s products, features, and releases, by participating in training, team meetings and reviewing videos and other documentation.

Who are you

  • You are an enthusiastic and bright young professional, self-motivated and action-driven with the ability to take initiative;
  • Pragmatic with the ability to learn quickly and adapt to changing priorities;
  • Preferably with some work experience in a customer support environment;
  • You are an energetic, outgoing personality with a positive can-do attitude and the ability to motivate others;
  • Proactive and results-oriented with strong customer engagement/facilitation skills;
  • Strong problem-solving skills and experienced with complex, escalated customer situations;
  • You demonstrate a strong sense of customer service with the ability to identify customer needs and expectations and respond in a timely and effective manner
  • Organized and detail-oriented with strong coordinating and time management skills;
  • With the ability to analyze, design, and/or optimize functional or technical requirements;
  • You have strong English, Dutch and French language skills, other languages are a bonus;
  • You have excellent communication skills, both verbal and written;
  • You have an affinity to tech;
  • You like to work both independently and in a team.

Skills that will set you apart from the rest:

  • German language;
  • Familiarity with HTML and ability to work in HTML environments.

Why choose us

We deliver the best platform to make every onboardee’s life better, and help businesses benefit from an engaged, committed and happy workforce. Our software blends HR best practices with a company's culture to deliver a great onboarding experience that will positively impact their business by getting new hires up and running and integrated faster.

At the heart of our business and guiding us in our day-to-day behavior and the way we do business, are our core values: Trust, Transparency, Collaboration, Quality, Innovation, and Continuous Learning.

We are an international team of talented people from different cultural backgrounds. Out of about 30 colleagues, we represent 12 nationalities. We’re from Austria, Belgium, Brazil, Bulgaria, Czech Republic, France, Germany, Poland, Spain, The Netherlands, the UK and the USA.

We offer you lots of responsibility from the get-go and room for you to grow with us. If you thrive from working as part of a diverse and remote team, are excited by digging right in and learning from your colleagues, and have real impact while building a great product and company, this is the place for you!

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