Working Student - Customer Operations
👩💻👨💻 About the role
As Mondu, we want to provide a seamless and exceptional customer experience for businesses that choose Mondu as their payment option. This is the main focus of our operations team.
During the purchasing experience with our Mondu service, some questions or problems may arise that result in the buyer contacting Mondu, or internal operational issues may arise that need to be resolved in order for the buyer to have a positive experience. As a Working Student in our Operations team, you'll play a pivotal role in addressing customer inquiries and issues, significantly contributing to a positive and lasting buying experience.
You will collaborate closely with the Customer Success team, engaging in day-to-day tasks, including handling buyer inquiries across various channels like email and telephone, processing and verifying daily payments, and building and maintaining strong customer relationships to ensure their satisfaction with our products and services.
🚧 What you’ll do
- You will support on the entire customer communication flow for the Dutch and French customers
- You will represent Mondu with your helpful and understanding manner and enable the users to have an extraordinary Mondu experience
- Define your own approaches for solutions, find the appropriate solution in collaboration with internal and external stakeholders and also take responsibility on projects you contribute
- Co-operation with the Collection Management department to support on debt collection cases to find out why invoices have not been paid on time
- Communicate with our customers through different channels and at different points of their customer journey
- Exceed our customers' expectations when they come to us with questions or problems
- Use the existing tools for problem-solving and bring suggestions for improvements to our tools
🙌 Who will you work with?
As Mondu, we want to deliver a seamless and exceptional customer experience for businesses who select Mondu as their payment option. This is the key focus of our Operations team.
During the buyers’ experience with our Mondu service, some questions or issues might arise that will lead to the buyer contacting Mondu for support or operational issues might come up internally that need to be resolved for the buyer to have a positive experience. The goal of the buyer operations function is to address these questions and issues and to be able to support the buyers in resolving any issues that might arise. The ambition of the customer support function is to exceed the buyers’ expectations in the process to create a “Wow” experience for the buyer.