Customer Support Expert
1 dia atrás
About the Role
Otonomee is a purpose-built, fully remote Business Process Outsourcing (BPO) company that provides premium customer support to innovative brands in Healthtech, Fintech, E-Commerce, SaaS, and Facilities Management.
Salary and Benefits
We offer a competitive salary of €20,000 per year, inclusive of 2 holidays allowances. You will also receive an Internet allowance of €20 per month, a meal allowance of €7.63 daily, and equipment provided.
Job Description
We are seeking a Customer Support Expert who speaks French fluently to join our team. As a Customer Support Expert, you will be responsible for delivering exceptional customer service by responding promptly to customer queries via email, webchat, and social media in French and English while maintaining a high standard of quality and empathy.
You will support a variety of customer queries, including refunds, delivery queries, escalations to other departments, basic technical troubleshooting, and more. You will actively maintain a strong focus on customer satisfaction and adhere to defined response time expectations.
Additionally, you will respond to customer product and service reviews, reflecting a commitment to understanding and meeting customer expectations. You will maintain current awareness of ongoing product changes, proactively ensuring knowledge is up to date and aligned with evolving product offerings.
You will demonstrate a consistent productivity by assuming full responsibility of assigned tasks, while upholding a high standard of quality. You will proficiently initiate escalation tickets to the relevant departments as needed, ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
Required Skills and Qualifications
- Exceptional communication skills, in both written and verbal English.
- 2+ years 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.
- Maintenance of a proactive approach to staying informed, actively assimilating relevant information.
- A forward-thinking approach, proactive mindset, and initiative to drive positive change.
- A growth mindset and excitement about working with a company that is changing constantly.
- Remote working experience and capabilities.
Why Choose Otonomee?
Otonomee is a purpose-driven company and a Certified BCorp since 2023. We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold, and speak openly.
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