Customer Support Specialist

3 semanas atrás


Albufeira, Faro, Portugal Otonomee Tempo inteiro
About The Role

This is an exciting opportunity for a customer-focused individual to join our team as a Customer Support Agent. As a key member of our support team, you will be responsible for providing exceptional customer service to our clients, handling a variety of cases via email, webchat, and social media. The ideal candidate is someone who embodies proactive initiative, self-motivation, and a passion for the health and wellness industry.

Key Responsibilities:

  • Deliver exceptional customer service by responding promptly to customer queries via email, webchat, and social media.
  • Support a variety of customer queries, including refunds, delivery queries, escalations, and basic technical troubleshooting.
  • Maintain a strong focus on customer satisfaction and adhere to defined response time expectations.
  • Respond to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations.
  • Maintain current awareness of ongoing product changes and ensure knowledge is up to date and aligned with evolving product offerings.
  • Demonstrate consistent productivity by assuming full responsibility of assigned tasks and upholding a high standard of quality.
  • Initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues.
About You

We are looking for a highly skilled and experienced customer support professional who possesses:

  • Exceptional communication skills in both written and verbal English and Japanese.
  • 2+ years of experience in customer service or a support role.
  • Experience with volume targets and AHT targets.
  • Experience working between multiple systems, such as Genesys, Freshdesk, Shopify, and Microsoft tools.
  • A passion for the health, fitness, and wellness industry.
  • The ability to remain calm under pressure and show empathy when dealing with customers.
  • A proactive approach to staying informed and assimilating relevant information.
  • A forward-thinking approach, proactive mindset, and initiative to drive positive change.
Why Otonomee?

We offer a competitive salary, internet allowance, meal allowance, equipment provided, home office allowance, and the opportunity for professional growth. Our company culture values autonomy, responsibility, and a commitment to delivering exceptional customer service. We are a purpose-driven company and a Certified BCorp, committed to promoting equality, diversity, and inclusion in the workplace.


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