Customer Support Agent

Role Overview

• Responds to customer’s queries in a timely and accurate way, via phone, email or chat in order to provide support and/or information
• Identifies customer’s needs and ensures that appropriate actions are taken to resolve customers’ problems and concerns
• Maintains customer accounts and records of customer interactions with details of inquiries, complaints, or comments
• Works alongside a team of CS specialists, other company areas and service providers to pass on or receive information regarding customer needs
• Conducts surveys to get customer’s feedback
• Analyzes and reports product malfunctions to technical department
• Shares customer’s requests and effective workarounds with team members
• Gathers customer feedback and share with our Product, Sales and Marketing teams
• Assists junior Customer Support Representatives
• Meet and exceed monthly customer support goals

Requirements

• Customer service experience
• Proficiency in the English Language (C1)
• English Language teacher degree, English translator degree or equivalent (desired)
• Tourism degree (desired)
• Bilingual or abroad work experience (desired)
• Experience in the tourism/airline/e-commerce industry is a plus
• Experience using help desk software and remote support tools (desired)
• Experience in remote work positions
• Excellent communication skills including active listening
• Service-oriented and problem-solving skills
• Patient when handling tough cases
• Autonomy/Self-motivation
• Ability to multi-task (phone, email, chat) is a must
• Ability to navigate through multiple sites/software applications
• Good understanding of basic computer skills with the ability to learn new software
• Willingness learn new products, service, or new procedures
• Excellent interpersonal skills

Benefits

• Paid time off
• Hybrid work schedule
• Friendly staff and an international team of people learning from one another
• A competitive salary and great benefits
• Travel discounts & credits