Customer Support Agent - Dutch/Flemish Speaking (Hybrid Working in Malta)

Who are we?

Besedo is a tech company delivering Trust & Safety solutions to online marketplaces worldwide. Every year, we review and moderate over 500 million pieces of user-generated content and block more than 40 million fraud attempts – helping online platforms stay safe and trusted for millions of users. Besedo has headquarters in Stockholm (Sweden) and employs over 350 employees in 5 offices in different countries. Implio is our all-in-one SaaS moderation platform that combines state-of-the-art AI (deep learning, NLP, computer vision) with a powerful user interface for human moderation and powerful analytics. The result is an easy-to-use content moderation solution that enables companies to reduce risks, protect their users and build safer online environments.

About the Role:

As a Customer Support Agent, you’ll play a crucial role in responding to customer questions and complaints via email (no phone calls) and reviewing content across marketplaces, ensuring compliance with company guidelines and country-specific laws. By doing so, you’ll contribute to a secure online space for users to interact with each other.

Previous experience is not required. What we value most is your enthusiasm and commitment to create a positive impact in the digital sphere. If you have strong Dutch/Flemish and reading and writing abilities, along with basic to conversational English skills, excellent computer proficiency, decision-making skills, attention to detail, proactive mindset, we want you as part of our amazing team!

Your Responsibilities:

• Supporting users and answer their questions via email.
• Participating in regular training sessions to learn and maintain expert knowledge of publication rules, market trends and moderation best practices.
• Collaborating with your team members.
• Providing feedback to managers on trends, common end-user mistakes and questions. You are our eyes and ears and you know the users the best!
• Giving input on improvements of publication rules to improve user experiences.
• Manage complaints and disputes between buyers and sellers, ensuring adherence to company policies and guidelines.
• Facilitate returns, price adjustments, and claims for damaged or lost packages, utilizing internal systems and communication channels effectively.
• Process payments and refunds accurately and efficiently, resolving any issues or discrepancies promptly.
• Liaise with external partners to address support queries and ensure smooth transaction processes.
• Actively monitor and respond to instances of fraud or policy violations, taking appropriate actions in accordance with established protocols.

Skills, Knowledge & Expertise:

• Fluent in Dutch/ Flemish and have good knowledge of English.
• Flexible and able to make quick decisions in a dynamic environment.
• Conscientious and reliable – commitment is one of our core values!
• Eagle-eyed with great attention to details.
• Caring about people – you will be working with securing the online safety our customers and their users.
• Ideally interested in marketplaces, shared economy and new technology.

We offer:

• Possibility to work from home
• An opportunity to make a positive impact on the digital world, by making the internet a safer place.
• A stimulating and rewarding job in a fast-moving, innovative and international tech-company.
• Career opportunities within a management or expert field.
• Ability to work from home in Malta and the office in Qormi.
• Additional vacation days.
• Free fruit, tea and coffee if you prefer working in the office.
• · Free day transport to the office from certain areas within Malta.
• Team performance bonus and working from home allowance,
• Corporate discounts for gym memberships, shops and taxi's.
• Private Health Insurance, eye care tests, health and well-being professional support.
• Refer a friend bonus scheme.
• Comprehensive training and constant feedback.
• Fun events, great colleagues and a fresh, playful workplace with a variety of cultures.