Support specialist

Primary Responsibilities:

• Supporting our Customers: Inbound/outbound Phone, Chat, Email and Social media, understand our customers to provide workable solutions.
• Replying to emails and messages from customers all over the world in English (skills in secondary language is a plus).
• Supporting your teammates and colleagues with peer to peer learning and constructive feedback to encourage a positive working environment.
• Ownership: You will seek to understand customer needs, delivering the right solution first time, every time
• Educate: You will educate our Customers to effectively and efficiently use our website and go through their booking process.
• Customer Advocate: Retaining customer loyalty through problem solving, flagging new ideas to simplify our process in a safe and trusted environment.
• Performance Metrics: Our entire team share the same success metrics, support, educate, coach, and resolve all our customers issues.
• Share feedback: with Management relating to performance, team morale and customer insights
• Resolutions: Ability to identify root-cause of any problem, using our Process + Polices to resolve any issue in a timely manner.
• Most importantly, always ensuring a high level of customer service.

Required Knowledge/Skills/Abilities

• Communication: Strong verbal and written communication skills, for this you're required to have written and oral fluency in English.
• A problem-solving and solution-driven mentality
• A positive, motivated mindset that’ll help you deal with some tricky customer problems.
• Experience: Background in Customer Support in either retail or contact centres, account optimization and/or solving complex customer complaints is a plus.
• Focus on Customer Loyalty: We are looking for people who can understand our customer needs and deliver a world-class customer support.
• Motivation: Highly motivated and passionate about connecting to the customer.
• Openness: Growth mindset, you’ll be open to new ideas, embrace feedback & coaching, and challenge our beliefs to deliver exceptional customer experience.
• Professionalism and teamwork: good people and interpersonal skills to build effective relationships. Maintain calmness under pressure
• Analytical: Attention to detail and ability to interpret information, making sound recommendations
• Knowledge retention: ability to learn and retain knowledge of our products or services
• Industry advantages: travel websites, online advertising, eCommerce, or additional languages; these are desirable but certainly not essential

We have embraced the significant opportunities offered by blockchain and DLT technologies. Our team will help you exploit this tech through an optimised techstack that will fire your growth and outpace your competitors.

As a Swiss company, we embed our core values of quality, efficiency, and reliability into every aspect of our service delivery. Which, thanks to our network of specialists across Eastern Europe, we are able to offer at highly competitive prices.

This is because we have an intimate understanding of business’s IT needs across the business lifecycle. In fact, our Company was born out of our founders' first hand experience of overcoming IT needs and challenges.

Also, we provide immediate outsourcing and outstaffing solutions to businesses worldwide. Our expertise offers trusted full-cycle software services to start-ups, scale-ups, and multinationals in both the public and private space.