Customer Support Specialist
We are looking for an experienced and passionate Care Manager to join our team.
You will be responsible for delivering exceptional customer service, responding to queries, resolving issues, and providing support across various channels. Your goal will be to focus primarily on providing assistance to customers across our platforms. You'll need to gain a thorough understanding of the customer journeys within our organization and use your excellent communication skills to work efficiently to provide the best customer experience, meeting both your own and the team's KPIs.
We work closely with various other teams to investigate and resolve issues as well as provide a smooth journey for customers. As the frontline, we'll gather plenty of insight into the challenges customers face and use that to share feedback or suggest ideas on how we can improve the service we provide.
Key Responsibilities:
* Deliver high-quality customer support by providing empathetic, personalized, and effective support in line with established standards and guidelines.
* Communicate effectively with customers through phone, email, live chat, and messaging, and coordinate with internal teams to progress cases and solve problems.
* Focus on achieving swift and satisfactory customer resolutions at the first point of contact to proactively address needs and minimize the necessity for call escalations.
* Maintain accurate records of interactions with customers and contact drivers.
* Efficiently manage workload/volumes, prioritizing urgent requests and ensuring timely responses.
* Share knowledge and best practices within the team to enhance overall customer service quality and improve efficiency.
* Listen attentively to feedback from customers, colleagues, specialists, and managers, and actively act on it to refine processes and improve service quality.
* Share clear insights from customer feedback to help improve products or services.
Required Skills and Qualifications:
* Experience of working in a contact centre environment, dealing with a high volume of inbound calls, emails, and chats.
* Excellent spoken and written English capabilities.
* Effective communicator - a natural communicator, understanding how to interact with people in different environments and approaching customer interactions with empathy, active listening, and emotional intelligence.
* Problem solver - a quick thinker who's ready to take initiative when striving to find the best solution. You're adaptable and resourceful, embracing new or unknown challenges in a fast-growing scale-up environment.
* Curious - we have an insatiable hunger to stay ahead and achieve our mission, constantly improving our business, our work, and ourselves. You welcome feedback, seeing it as a valuable resource for development and progression.
* Go above and beyond in your work, doing whatever it takes to offer the best experience and service possible. We hold high standards for every interaction someone has with us, connecting emotionally and creating delight.
Benefits:
* Hybrid working.
* Competitive salary to fund that dream holiday.
* Share options - when we thrive, so do you.
* Private Healthcare, for peace of mind.
* Meal allowance card (8,32€ per working day).
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Others:
This role is perfect for those who are passionate about delivering exceptional customer experiences and want to make a real difference in our customers' lives. If you're a problem solver, a quick thinker, and a curious individual who is always looking for ways to improve, then we'd love to hear from you!