About Fairphone

Fairphone is more than just a company - we are a social enterprise 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!

• Hours: 40 hrs/week, Monday to Friday.
• Location: First two weeks, full-time from the Amsterdam office for onboarding and training purposes. Afterwards, our standard hybrid policy applies and you can work up to 60% of your time from home.
• Start: ASAP
• Duration of the contract: 6 months (with possible extension depending on the Customer Support area's roadmap)
• Deadline to apply: We review applications on a rolling basis. Please apply as soon as possible.
  
  

About Your Role

The role of a Customer Support Agent is to ensure a successful customer experience by promptly and directly responding to individual and independent customer queries and providing the necessary initial technical, logistics and after-sales support at a basic level. The role is essential for Fairphone to provide a direct line of support for its customers and point of contact for feedback and troubleshooting.

Key Objectives

Key Responsibilities & Objectives

• Support customers with different questions and requests and maintain customer satisfaction via timeliness and providing accurate information.
• Problem resolution
• Effective communication that supports advocacy of the Fairphone brand.
• Foster Customer Loyalty
• Collect feedback from customers.
• Contribute to the continuous improvement of Support processes and to efficient and collaborative workflows within the team.
  
  

List of Key Responsibilities

• Provide solutions that are in line with company processes and policies to any issues a customer may experience.
• Ensure a prompt and professional response to customer requests that adheres to the brand’s tone of voice.
• Meet KPI goals that drive customer satisfaction.
• Manage a minimum number of requests per day and switch between different types of requests.
• Inform and communicate with relevant departments via different escalation systems if necessary.
  
  

Core Activities

• Promptly, and accurately responding to new and ongoing customer requests.
• Involving other relevant departments when necessary (After Sales, Marketing, Product, Business Infrastructure).
• Problem solving and troubleshooting
• Collecting feedback from customers and observing trends.
• Maintaining a high level of customer support and satisfaction.
  
  

Must Haves

Your Skills & Experience

• You are based in the Netherlands and able to commute to our Amsterdam office.
• People skills and effective communication skills.
• Fluency in English (C1 or higher), both written and spoken.
• Digital literacy, being able to work with different tools and systems.
• Problem-solving skills.
• Accuracy, both in work and processes.
• Being able to work in a fast-paced environment, juggling multiple tasks at the same time.
• Being able and willing to constantly improve and learn new skills.
• Team player.
  
  

Nice To Haves

• Knowledge of Android phones and interest in solving software related issues.
• Knowledge of CRM systems.
• Prior experience in the field of customer support.
• Experience in the industry of consumer electronics preferably in after sales, sales, or marketing functions.
• Experience in logistics or supply chain.
• Technical skills in the repair and maintenance of consumer electronics.
• Software development skills.
• Fluency in languages other than English.
• Experience using and training internal AI tools for team assistance.
• Experience in community management.
• Experience with ERP systems.
• Experience with consumer audio market and products.
• Experience in process improvements.
• Data analysis skills.
• Degree in any field.
  
  

What Fairphone can offer you?

• The opportunity to create an impact on the electronics industry around the world.
• A diverse work environment full of international, passionate, warm-hearted team members.
• 12,5 paid holidays per year (based on a 6-months full-time contract) next to the other public holidays in the Netherlands. You’ll also get a day off on your birthday! Additionally, the longer you stay, the more holidays you get!
• Daily, healthy lunch, organic FairChain coffee, and many more tasty things.
• You will join Fairphone’s collective pension scheme, and we will contribute to building your pension.
• You will receive a MacBook, Fairbuds, and a Fairphone as working devices.
• Hybrid working model - We are remote-friendly, and you can work up to 60% of your time per month from home or any other location you want.
• Public transport allowance – we fully cover your 2nd class commute from your home to the office
• Bike allowance – We support you with a bike purchase of up to €300, and you’ll also have a yearly repair budget of up to €80! We also cover 23 cents per km for your biking distance from home to the office (or train station) and back!
• Grow with us! We encourage you to develop at Fairphone. That’s why we’ll support your career goals with coaching, trainings, workshops, or courses that you can join with your development budget.
• Kitchen with beautiful views to the IJ waterfront.
• There’s a gym and recreation and yoga rooms in the building where you can build healthy habits, stay active and have fun with your colleagues, as well as a subscription to our mental & physical well-being services (Inuka & Urban Sports)
  
  

About Us

DEI @Fairphone

At Fairphone, we care about people, planet and you. It’s natural that we see diversity, equity and inclusion (DEI) as an essential part of how we work together and do business.

We support and further strengthen our inclusive work environment and culture by more formally implementing various DEI efforts to ensure all Fairphoners feel included, respected, and supported.

Please make sure you send us your application documents as PDF files only! Otherwise, we won't consider your application. Thank you in advance!