Customer Success&Office Operations Coordinator, Amsterdam

Role Overview As our Customer Success&Office Coordinator, you are the frontline ambassador for XTransfer B.V. in Europe and the operational backbone of our local office. You will manage high-volume, multi-channel client interactions with precision while ensuring our local HR and office administration tasks are handled with professional care.

Key Responsibilities 1. Multi-Channel Customer Success (Primary Focus) High-Efficiency Response:

Provide real-time support via live chat, phone, and email. You are expected to manage

multi-threaded conversations (up to 4 simultaneous chats)

without compromising on accuracy or quality of information. Diagnostic Problem Solving:

Quickly diagnose and pinpoint client issues, providing professional guidance on payment status, onboarding, and platform troubleshooting. Standardized Excellence:

Strictly follow the Knowledge Base and SOPs to provide consistent, high-quality solutions. Manage the escalation process and collaborate with internal teams for complex cases. Closing the Loop:

Ensure meticulous documentation of all client interactions in the CRM/Ticketing system. You are responsible for the full lifecycle of a ticket, ensuring "problem-closed" status for every client. 2. Office Administration&HR Support Office Governance:

Maintain the local office environment, manage vendor contracts (facilities, IT, supplies), and assist with local statutory filings. HR&Onboarding:

Coordinate local recruitment schedules, facilitate the onboarding of new Dutch team members, and manage local employee records in compliance with GDPR. Executive Liaison:

Support the CEO and Legal Counsel with scheduling and administrative tasks related to the Dutch entity’s regulatory obligations.

Candidate Requirements Education:

Bachelor’s degree or equivalent (HBO/WO level in the Netherlands). Experience:

1–2 years of professional experience, with

at least 1 year specifically in telephone-based customer service is preferred Experience in the financial services or fintech industry is a significant advantage.

Core Competencies: Multitasking Mastery:

Proven ability to handle multiple communication windows (1-4) simultaneously while maintaining professional focus. Communication Excellence:

Exceptional active listening skills and a professional telephone manner. You should be able to translate complex business needs into clear solutions. Fast Learner:

Ability to rapidly grasp the intricacies of cross-border payment regulations and client business models.

Professionalism: Highly detail-oriented with a strong sense of responsibility. Travel Readiness:

Ability and willingness to travel to

Shanghai for short-term training/assignment (1 month) . Languages:

Fluent Dutch and English.

Mandarin proficiency is a plus to support communication with regional stakeholders and cross-border operations teams.