Customer Support Agent

About Fairphone

Fairphone is more than just a company - we are a social enterprise on a mission to change the electronics industry from the inside out. Built on strong social and environmental values, we are a diverse and inclusive team from all walks of life creating market consumer electronics that make a real impact.

At Fairphone, you will find a supportive and safe space where everyone can be themselves, collaborate openly, and have the freedom to learn and grow - because that’s how we innovate and drive change together! 

So… are you a proactive, self-motivated team player who loves taking initiative and bringing positive energy? Do you thrive in a fast-moving start-up or scale-up environment? Are you a great communicator who values collaboration and embraces different perspectives? And most importantly, do you feel a strong connection to Fairphone’s mission and values? If you're nodding along and thinking, “Yes, that’s me!”, then check out our vacancy below! 

Please know that we acknowledge that we are living in a time where the use of AI can bring many efficiencies and support. However, we want to know the real YOU. Please try to limit the use of AI tools to generate answers to the application; we value authenticity and encourage you to use your creativity! 

• Hours: 40 hrs/week, Monday to Friday. 
• Location: First two weeks, full-time from the Amsterdam office for onboarding and training purposes. Afterwards, our standard hybrid policy applies and you can work up to 60% of your time from home. 

• Start: ASAP

• Duration of the contract: 6 months (with possible extension depending on the Customer Support area's roadmap)

• Deadline to apply: We review applications on a rolling basis. Please apply as soon as possible.

About your role

The role of a Customer Support Agent is to ensure a successful customer experience by promptly and directly responding to individual and independent customer queries and providing the necessary initial technical, logistics and after-sales support at a basic level. The role is essential for Fairphone to provide a direct line of support for its customers and point of contact for feedback and troubleshooting.

Key Responsibilities & Objectives

Key Objectives:

• Support customers with different questions and requests and maintain customer satisfaction via timeliness and providing accurate information. 

• Problem resolution

• Effective communication that supports advocacy of the Fairphone brand.  

• Foster Customer Loyalty

• Collect feedback from customers. 

• Contribute to the continuous improvement of Support processes and to efficient and collaborative workflows within the team.

List of Key Responsibilities

• Provide solutions that are in line with company processes and policies to any issues a customer may experience. 

• Ensure a prompt and professional response to customer requests that adheres to the brand’s tone of voice. 

• Meet KPI goals that drive customer satisfaction.

• Manage a minimum number of requests per day and switch between different types of requests.

• Inform and communicate with relevant departments via different escalation systems if necessary.
  
  
  

Core Activities

• Promptly, and accurately responding to new and ongoing customer requests. 

• Involving other relevant departments when necessary (After Sales, Marketing, Product, Business Infrastructure).

• Problem solving and troubleshooting

• Collecting feedback from customers and observing trends. 

• Maintaining a high level of customer support and satisfaction.

Your Skills & Experience

Must haves:

• You are based in the Netherlands and able to commute to our Amsterdam office.

• People skills and effective communication skills. 

• Fluency in English (C1 or higher), both written and spoken. 

• Digital literacy, being able to work with different tools and systems. 

• Problem-solving skills. 

• Accuracy, both in work and processes. 

• Being able to work in a fast-paced environment, juggling multiple tasks at the same time. 

• Being able and willing to constantly improve and learn new skills. 

• Team player. 

Nice to haves:

• Knowledge of Android phones and interest in solving software related issues.

• Knowledge of CRM systems.

• Prior experience in the field of customer support.

• Experience in the industry of consumer electronics preferably in after sales, sales,