Customer Support Agent (FR/DE)

Fairphone is a social enterprise driving change in the electronics industry from the inside out. Our business model is based on social values and securing continuity and centers around producing and marketing smartphones in a way that puts social and environmental values first.

We are socially inclusive and we pride ourselves for having a very diverse group of people with different backgrounds. We collaborate in a safe space, where Fairphoners can be themselves and have room to fail and grow.

We are looking for a Customer Support Agent to become part of our growing team of passionate people who work to achieve our mission. If you are as excited as we are about creating positive change, then have a look at our vacancy below.

About Your Role

The Fairphone Community is the main focus of our support team.

As our 1st line Customer Support Agent, you will be a Fairphone ambassador, providing our customers with the best service: you will meet our (potential) customers’ needs over the phone, via email or social media, using your technical expertise, creativity, passion and active listening. You will listen, offer advice, turn around experiences when needed and provide relevant feedback to others within our company, influencing changes in different teams and processes!

Your profile

• You are excited about helping people! You are a problem-solver at heart and understand how important technology is nowadays in everyday life.
• You have the ability to effectively prioritize and manage your time and tasks.
• You are a quick learner and take ownership of your tasks and responsibilities.
• You have a growth mindset and the ability to take on challenges with a positive attitude
• You are a great teammate who likes to collaborate with others to achieve success
• You are adaptable to changes - Fairphone is a dynamic, fast-paced, multicultural environment.
• You are proactive, have a strong sense of initiative, and a positive attitude.
• You embrace diversity in thoughts, opinions, and backgrounds.
• You feel a strong connection with Fairphone’ s mission and values.
• You (are willing to) live in the Netherlands and have the right to work within the EU.
  
  

Your responsibilities

• You will be the friendly voice of Fairphone, providing effective troubleshooting and personal support, addressing both hardware and software-related issues, over different support channels: email, social media, and occasionally in person.
• You solve our community requests through the whole customer journey.
• You escalate complex issues to 2nd line support.
• You proactively identify ways to avoid the recurrence of customer issues by regularly reviewing the processes and recommending changes.
• You will be multitasking through multiple systems while troubleshooting with customers.
• You will have to meet average handle time, NPS scores as well as schedule adherence to make sure we support our community in the most efficient way!
  
  

Your Skills And Experiences

• You have Customer Support, Social Media support and/or experience in the technology industry OR have extreme motivation for fairer electronics and helping people.
• You have excellent customer service skills: you are empathetic, accurate, compassionate, responsive, detail-oriented, resourceful and proactive.
• Alongside English, you have a native/high level professional proficiency in French and/or German and/or Dutch. Speaking more languages is a strong advantage.
• You love troubleshooting technology! Experience with ticket systems like Zendesk, order management systems, and chat support is a plus.
• You have strong written and verbal communication skills and are able to adapt your communication style to different customers.
• You have the ability to use critical thinking and logic skills to isolate and resolve technical issues in a timely manner.
• You have good time management and prioritising skills.
  
  

Your future team

What Fairphone offers you

• The opportunity to create an impact on the electronics industry around the world.
• A diverse work environment is full of international, passionate, warm-hearted team members.
• You will have 25 paid holidays per year (based on a full-time contract) next to the other public holidays in the Netherlands.
• Daily, healthy lunch, organic FairChain coffee, and many more tasty things.
• You will join Fairphone’s collective pension scheme and we will contribute to build your pension.
• You will receive a MacBook and a Fairphone as a working device.
• Flexible work location - we are remote-friendly and you can work up to 60% of your time from home or any other location you want. We also contribute up to €250 for your home office set-up. Please note: even though we are remote-friendly, we can only hire people who live in the Netherlands or are open to move to the Netherlands and hold a Dutch citizen service number (BSN);
• Public transport allowance – we fully cover your 2nd class commute from your home to the office.
• Bike allowance – we support you with a bike purchase of up to €300 and you’ll have a yearly repair budget of up to €80, too!
• We have our own bouldering wall at the office! You can borrow climbing shoes, too, and we provide you with basic training.
• There’s a gym and recreation and yoga rooms in the building where you can build healthy habits, stay active and have fun with your colleagues.
  
  

Join us!

If this sounds like you, you could be our new Customer Support Agent and together with us work on Fairphone’s mission: By establishing a market for ethical products, we motivate the entire industry to act more responsibly.

We are an Equal Opportunity Employer.

At Fairphone, we embrace diversity in thoughts, opinions, and backgrounds. That’s why your gender, age, religious beliefs, race, sexual orientation, skin colour or any other difference in your background doesn’t influence our hiring decision. We’re open-minded and committed to create a work environment of mutual respect. If you’re smart, good at what you do and want to genuinely work towards a fairer electronics industry, then come as you are.

Lastly, make sure you send us your application documents as PDF files only. Otherwise, we won't consider your application. Thank you and look forward to hearing from you :)