Job Description The Customer Support Bae (agent) is on the front lines for our UK based market.
Solving our customers' problems across a number of different contact channels, while charming them at the same time.
They ensure we're delivering the best possible service for our drivers and space owners and that any issues that arise are resolved as quickly as possible.
What you will be responsible for: Provide World- Class Service ? Respond to driver and space owner enquiries received via email, live chats, social media, phone and voicemail. ? Keep accurate records of all customer interactions, using systems like ZenDesk, G Suite and Slack to allow accurate reporting and to improve service levels.
? Become an expert on Campaign specific service, features and capabilities to best educate our customers and encouraging them to self-serve.
? Display, show empathy in a professional way by establishing rapport with customer.
Showing reasonable concern and support in every way possible to help.
Practicing active listening without interrupting and reflective listening by paraphrasing.
Relationship Management ? Act as a brand ambassador, solving our customers' problems and charming them at the same time.
? Help to continue to develop the customer support offering through sharing knowledge, developing areas of specialisation, proposing improvements and delivering projects as required ? Raise requirements with Client Operations team to resolve problems with B2B sites.
? Raise bug tickets via the Service Desk that clearly articulate problems or issues experienced by our customers, allowing the Engineering team to effectively prioritise and resolve technical issues.
? Demonstrate a commercial awareness that allows the identification of a solution that is acceptable to the customer and allows specific campaign to achieve its business goals.
Operational Requirements ? Achieve established targets to achieved required productivity and quality standards to provide excellent customer service and an effortless experience. ? Deliver within defined SLAs, identifying and executing required actions to avoid tickets in breach.
? React quickly to new challenges, finding innovative solutions to problems and adapt as we continuously improve our service.
? Update status of open tickets regular to allow the production of accurate reporting.
Team Membership ? Represent the team internally to ensure that internal functions understand the role of Customer Support and are engaged in helping to deliver against the team's targets.
? Identify areas for improvement and own the execution of changes to improve the delivery of the Customer Support function.
? Constantly ensuring that you are aware of product changes or processes relating to service.
? Ensuring company policies and processes are adhered to and followed.
? Build effective relationships with the peers and Team Leader to enhance team performance.
Requirements Requirements What you need to be able to do this job : Matric or equivalent Hospitality and concierge experience is highly advantageous.
Experience on live web chat, email and voice experience essential. Other requirements Knowledge, skills and experience: ? Ability to prioritise and identify the severity of customer problems to support triaging ? Passionate about delivering consistently high customer experience ? An empathetic tone of voice and an ability to consistently apply guidelines to set a consistent tone in all customer communications, across a variety of contact channels ? Ability to explain complex or technical concepts using clear language that is tailored to the audience ? Experience sharing knowledge across a team to improve knowledge and performance of peers ? Confident working with new technologies and systems ? Excellent written and oral communication skills ? A track record of identifying improvements, proposing solutions and executing change ? Able to learn new concepts quickly, taking ownership of personal development and training ? Previous experience in a high-demand customer-facing role Requirements Requirements: Minimum 1-2 years of experience in customer service or a related CX role Basic knowledge of the US property market, including terms related to interest rates and buying/selling processes Strong communication skills, both verbal and written Ability to handle initial property-related queries and maintain a professional tone