French & German Fintech Recovery Support

W'ere launching a B2B payment pilot with roughly 500 French- and German-speaking business customers and need reliable cover from 09:00 to 17:00 CET, Monday to Friday, fully remote. Your day will revolve around Zendesk tickets and inbound calls about invoices, payment terms, and general account questions.

More details:

About us
We're a B2B fintech offering "buy now, pay later" and net-terms payment options to business buyers. We're launching a pilot with a very large customer everyone has heard of in France and Germany, where business customers can buy on their website and pay later. We're looking for a freelancer who speaks both French and German to be the main contact for their buyers for the pilot's customers.

The project
You will be the main support contact for about 500 business customers in France and Germany during the pilot. You'll work with our support and collections team, using our processes and tools.

What you'll do

Customer support (phone and tickets)

Take inbound calls from French- and German-speaking customers and handle their support tickets
Answer questions about invoices, payment terms, due dates, refunds and account status
Pass complex cases to the right internal team and follow them up until they're resolved
Record every interaction clearly in our ticketing system (Zendesk)
Report recurring issues and customer feedback so we can improve the pilot

Payment recovery (dunning calls)

Make friendly, professional reminder calls to customers with overdue invoices
Understand why payments are late and agree on solutions (payment dates, payment plans, fixing invoice disputes)
Log payment promises and follow up on them
Help decide which accounts should go to our collection partner if friendly recovery doesn't work

What we're looking for

Native or fluent French and German, spoken and written (English at working level for internal communication)
Experience in customer support, ideally B2B, in fintech, payments, e-commerce or financial services
Experience with collections or dunning calls, or a strong interest in them. You can have firm conversations about money while protecting the customer relationship
Comfortable with ticketing tools (Zendesk or similar) and working remotely on your own
Organised, reliable and good at following processes

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來源：Freelancer.com | 出價次數：0 | 剩餘時間：7 日 | 專案類型：按小時