Customer Support Specialist

Há 1 mês


Lisboa, Lisboa, Portugal Indie Campers Tempo inteiro

About Indie Campers

Indie Campers is a leading campervan marketplace, dedicated to making road trips accessible to everyone. Our digital approach and customer-centric orientation have enabled us to develop a strong booking experience and offer high-quality road trips at affordable prices.

We have welcomed over 300,000 travelers from 169 countries, with over one million nights rented through our platform. Our services include short-term RV rentals, long-term campervan subscriptions, and vehicle sales.

The Role

We are seeking an experienced Customer Support Specialist to join our Global Customer Support team in Lisbon. As a Service Recovery Agent, you will be responsible for analyzing customer complaints, delivering exceptional issue resolution, and enhancing our support quality.

Your Key Responsibilities

  • Analyze customer complaints and resolve issues through direct communication via calls, emails, and chat
  • Review daily customer interactions to ensure quality, provide feedback, and support Customer Satisfaction (CSat) follow-ups
  • Maintain and update Knowledge Base resources for accurate and consistent customer support
  • Monitor recurring customer issues, suggesting process improvements for a more efficient support experience
  • Support all complaints at every step of the customer journey, providing assistance on Google My Business (GMB), TrustPilot, and other social media platforms

Requirements

  • Minimum of 2 years in Customer Support roles, preferably in Travel & Tourism, Rent-a-car, or hospitality industries
  • Familiarity with workflow and ticketing platforms, with experience managing cases from multiple sources
  • Proficient with GMB, TrustPilot, and other review and social media platforms for managing online customer feedback
  • Experience with outbound customer communication and follow-ups to ensure complete issue resolution
  • Customer-centric approach with a strong ability to empathise and resolve issues effectively
  • Experience handling complaints at every stage of the customer journey, ensuring seamless support from start to finish
  • Strong verbal and written communication skills
  • Fluency in English is mandatory

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