Customer Support Agent

About Fairphone

Fairphone is more than just a company - we are a global leader in sustainable, modular electronics, 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!

• Location: Amsterdam (you should have the right to work in the Netherlands), hybrid.
• Hours: 40 hours per week. Monday to Friday.
• Start: ASAP
• Contract duration: 7 months (with possibility of extension)
• Deadline to apply: We review applications on a rolling basis. Please apply as soon as possible.

About your role

As a Customer Support Agent, your role is to ensure an excellent customer experience by promptly responding to customer queries and providing the necessary account, logistics and after-sales support. You are an essential Fairphone ambassador, helping drive customer love while gathering valuable customer feedback! You are based in the Netherlands and able to commute to our Amsterdam office. The first three weeks of onboarding take place at our Amsterdam office. After that, our standard hybrid policy applies, allowing you to work from home up to 60% of your time.

Key Responsibilities & Objectives

Achieve high customer satisfaction and loyalty by: 

• Accurately supporting customers across a range of issue complexities and request types, primarily through chat and e-mail communication.
• Working autonomously to ensure cases are fully resolved, following established workflows, management guidelines, and your own sound judgement. 
• Collaborating cross-functionally to escalate and resolve issues when needed. 
• Communicating empathetically, clearly, and in a timely manner, always in line with our brand voice. 
• Contributing to product improvement by collecting, managing, and sharing customer feedback. 

Advance our CS strategy by: 

• Meeting defined efficiency and quality KPI targets. 
• Reporting trends and insights to your team lead in a timely manner. 
• Proactively contributing to the continuous improvement of support processes, including cross-functional initiatives. 
• Fostering a culture where quality is a core principle.

Your Skills & Experience

Must haves:

• Fluency in English (C1 or higher), both written and spoken. 
• A strong passion for delivering exceptional customer service and setting a high standard.
• Excellent written and verbal communication skills with a customer-focused mindset. 
• Empathy and patience when dealing with customers. 
• Strong digital literacy and the ability to work with multiple tools and systems. 
• Solid problem-solving skills and attention to detail. 
• Ability to work accurately and follow established processes. 
• Comfort working in a fast-paced environment and managing multiple tasks simultaneously. 
• Willingness to continuously learn and develop new skills. 
• A positive, collaborative attitude to help management drive and land changes seamlessly within the team. 

Nice to haves: 

• Fluency in Dutch and/or German. 
• Knowledge of Android phones and interest in solving software related issues. 
• Experience with CRM systems (e.g. Zendesk). 
• Previous experience in customer support or similar role. 
• Experience in the consumer electronics industry, preferably in after-sales, sales, or marketing functions. 
• Experience in logistics or supply chain operations. 
• Experience using and/or training internal AI tools to support team efficiency. 
• Experience with ERP systems