We are looking for aCustomer Support Advisor to join the team. This is a permanent work from home position based in Portugal.
Salary:
The annual gross salary for this role is 15.250 euros (inclusive of holiday allowances). You will receive a 20 euros a month internet allowance. The meal allowance is 7.63 euros per day.
Schedule:
Candidates will need to be available to work Tuesday to Saturday 3:30 pm to midnight.
The successful candidate will be supporting our partner Levels Health. This is an exciting opportunity for someone who is a passionate and dedicated individual. In this role you will be at the forefront of providing exceptional support to our members handling a variety of cases and tickets. The ideal candidate is someone who not only acknowledges issues but actively seeks ways to improve processes demonstrating a critical thinking mindset. This role requires a proactive individual committed to driving positive change with an interest in Fitness or wellness.
Tasks
What youll be doing:
- Delivering Customer service excellence on tickets as you support member queries both simple and complex issues (Tier 1 and Tier 2) with a strong focus on customer satisfaction and response time.
- Assisting with adhoc social media queries providing support and timely responses.
- Contributing daily to process improvement; Owning and creating documents to support the wider team.
- Actively applying critical thinking skills to troubleshoot issues and find innovative ways to resolve the members concerns.
- Diligently employing a proactive mindset to address potential challenges demonstrating a committed and forwardthinking approach to problem solving.
- Actively demonstrate a consistent productivity and assume full responsibility for assigned tasks and consistently upholding a high standard of performance and accountability in task execution.
- Recording weekly loom videos to provide a comprehensive update on work activities accomplishments and advancements.
- Conducting QA (Quality Audits) on you own tickets and other team members tickets contributing to a culture of improvement and excellence.
- Maintaining current awareness of ongoing product changes proactively ensuring knowledge is up to date and aligned with evolving product offerings.
- Proficiently initiating and managing escalation tickets to the other departments/engineering team as needed ensuring a streamlined and effective process for addressing and resolving complex issues within the specified protocols and timelines.
Requirements
- You have exceptional communication skills both written and verbal.
- You have 35 years experience in customer service or a support role.
- You demonstrate a keen aptitude for problem solving employing analytical thinking and innovative approaches to deliver effective solutions to our members.
- You have experience with ticket targets and AHT targets.
- You have experience working between multiple systems such as Helpscout Notion Slack and Stripe.
- You possess meticulous documentation skills ensuring thorough and accurate recording of information.
- You embody a forwardthinking approach proactive mindset and initiative to drive positive change.
- You have effective time management skills optimising productivity and ensuring a timely completion of tasks.
- You can maintain a proactive approach to staying informed actively assimilating relevant information.
- You are detail orientated and possess strong quality assurance skills.
- Exceptional Organization Skills.
- Have a growth mindset and exciting about working with a company that is changing constantly.
- Have remote working experience and capabilities.
Benefits
What you get in return:
- Fully Remote work based in Portugal
- A competitive salary
- Equipment provided
- Home office allowance
- A Buddy on joining
- Online Gym and Wellbeing Studio.
- The opportunity for professional growth.
- Fun company events and team outings.
- Autonomy and Responsibility
Our recruitment process:
- 1.30 min Teams interview with the Recruitment Team
- Language test if applicable to the role
- 45 min Teams interview with the Hiring Team