Customer Experience Agent - Dutch / German

About the role

As a Customer Experience Agent at waterdrop, you will be the friendly voice and trusted guide for our customers. Your mission is to handle every interaction promptly, professionally and with a positive, pro‑customer attitude, answering questions, resolving issues and following up on concerns.

Key responsibilities

• Respond to customer inquiries via phone or email in a timely manner.
• Maintain thorough knowledge of waterdrop products, systems and processes.
• Address complaints and follow up to ensure customer satisfaction.
• Identify opportunities to improve the customer experience, propose ideas and implement solutions.
• Represent waterdrop with enthusiasm and professionalism in every interaction.

Required profile

• Fluent in Dutch or German with very good English skills.
• Strong active‑listening, empathy and a pro‑customer approach.
• Excellent problem‑solving abilities and a proactive mindset.
• Team player with adaptability and flexibility.

What we offer

• Start‑up environment where decisions are made fast and every voice matters.
• Dog‑friendly office in Brno.
• Hybrid work model – two days remote per week after probation.
• Meal voucher flat rate and discount on waterdrop purchases.
• Multisport card for sports, culture and relaxation.
• Regular team events and a vibrant workplace.