Responsibilities
- Respond promptly to customer inquiries via Intercom, meeting SLAs of 45 minutes for emails and 10 minutes for live chats or WhatsApp messages, as well as handling inbound and outbound calls using Cloudtalk.
- Conduct thorough investigations into customer issues using internal systems and tools.
- Deliver accurate, clear, and succinct answers to customer questions and concerns.
- Manage customer complaints efficiently within defined service level agreements.
- Consistently achieve a weekly CSAT score of at least 95%.
- Monitor key operational processes to identify opportunities for improvement and optimization.
- Act on customer feedback by contacting dissatisfied customers to resolve issues and encouraging satisfied customers to leave positive reviews on Trustpilot.
- Process audit requests by retrieving required data from internal platforms.
- Follow established ticketing procedures, including initial responses, follow-ups, and proper ticket resolution and closure.
Compensation
Yearly salary review based on inflation, personal and business performance
Work Arrangement
Remote (Worldwide)
Team
Exposure to work with globally distributed teams
Other
- Flexible work arrangements
- Location specific benefits like car lease policy, cycle to work, gym membership, etc.
