وصف الوظيفة

Welcome to our Customer Experience Team, the dedicated front line of our organisation, where client satisfaction is at the heart of our culture. Our team is responsible for guiding clients in understanding our product, solving their operational queries, collecting valuable feedback, driving client growth, and elevating HR processes to new heights. At our company, long-term client satisfaction is a key measure of success, reflecting our commitment to fostering lasting partnerships and continued excellence.

We value work-life balance, so please only apply if you're based within 2 hours of the Central European Timezone.

What you’ll do…

Perform both inbound and outbound support for escalated customers via virtual meetings and email to de-escalate and manage challenging situations and circumstances
Work independently to provide best-in-class customer experience by quickly and thoroughly addressing escalated customers’ concerns
See escalations and resolutions from start to finish, appropriately log feedback, and suggest corrective actions
Show full ownership and follow up consistently to ensure a quick resolution, but also establish trust and build strong relationships with the customer
Review customer communication reviews against a quality assurance scorecard
Give constructive feedback to team members to improve customer satisfaction
Work with other internal/external teams as necessary to assist with ensuring resolution and actionable feedback is appropriately addressed
Ability to consistently meet SLAs and performance goals for metrics and KPIs

What we’re looking for…

2+ Years experience as a Customer Service Agent, working specifically with escalations is a preferred
Excellent written and spoken English
Firm conflict resolution and de-escalation skills
Strong written communication skills and ability to recall and coherently summarize complex issues and situations
Highly detail-oriented and thorough with excellent documentation skills
Ability to troubleshoot and problem-solve on your own
Strong knowledge of Google sheets is a must
CRM knowledge such as Salesforce is a plus
Data analysis skills (ex. Power BI) are a plus
A quality assurance background is preferable.

What we offer…

As a fully remote and completely distributed team, you can do your best work from anywhere you are the happiest
Trust-based work – organize your own schedule. We want to celebrate results, not hours spent working
Subsidised gym membership subscription
Training and development allowance
Merit-based culture with substantial growth opportunities
Opportunities to get to know some of your colleagues at our offices
WorkFlex - easily workation from your dream destination
Collaborative team culture where everyone's input is valued
Regular virtual events and annual team meetups
*Some benefits may vary due to local law and regulations.

Who we are…

We are WorkMotion, an Employer of the Future.

By thinking outside the border, we are revolutionizing the working world and making the dream of working from anywhere a reality. Our all-in-one HR platform redefines global onboarding and management, ensuring 100% compliant remote employment.

What's great about being part of WorkMotion is that we practice what we preach – we're all about location flexibility. Joining us means embracing remote work without limits. Our passion lies in building a more globalized world and in transforming how we work in a meaningful way.

** WorkMotion is an equal opportunity employer, committed to fostering an inclusive environment that embraces individuals of diverse backgrounds, genders, sexual orientations, disabilities, religions, ages, and personal outlooks.**

وظائف مشابهة

WorkMotion