Customer Service Specialist (DE/EN)
hace 4 días
Lisbon
Enshored powers the growth of ambitious high growth companies by delivering and managing teams of elite outsourcers. Our 2000+ strong team supports the rapid scaling of our clients, and significantly improves their service quality and responsiveness for their customers. We specialize in delivering solutions in diverse areas including Customer Experience, Back Office, Sales & Marketing, and Content Moderation for clients from a range of industries, including TravelTech, HealthTech, FinTech, E-Commerce and SaaS. We have been named one of the fastest-growing US companies by Inc. 5000 for five consecutive years. Founded in 2014 by Ian Jackson and Jeff Bauer, Enshored operates globally and is headquartered in Long Beach, CA. Key Attributes and Competencies: • Customer Service: You love talking to customers and have a customer-first mindset. You are a master at building rapport with customers whilst finding solutions to their requests that work for the business, colleagues, and the customer themselves., • Time Management: Ability to multitask, prioritize, and establish deadlines in a constantly evolving and fast-paced environment., • Problem solving: You get a kick out of solving for the customer. You use your initiative to find information and source solutions to problems, thinking outside the box and utilizing brand values when solving issues., • Attention to Detail: You ensure accuracy and attention to detail, even under pressure., • Communication Skills: Clear and concise communication across all platforms in line with our company values. Ability to build rapport with customers, colleagues, and suppliers across the business., • Listening Skills: Patient, respectful, and supportive when listening to customers, highlighting customer needs and ensuring these are delivered., • Teamwork: Interpersonal and team skills that enable great relationship building internally and externally. Great work ethic and active support in achieving team goals., • Complaint Handling: Professional approach to resolving complaints, using our values to make autonomous decisions about compensation and action to be taken., • Empathy: Put yourself in our customers' walking boots and make things right when they go wrong., • Resilience: Remaining calm under pressure and in a crisis to find the best solution to delight the customer. Key Roles and Responsibilities: The Customer Service team is obsessed with efficiency, quality, and loyalty. We support our Customers from all over the world from the moment they confirm their bookings. You are part of a customer-focused, passionate, organized, and resilient group with a hands-on attitude who make things happen together. • Communicate with customers via phone calls, live chats, and emails. Use technology, such as a CRM and Zendesk, efficiently., • Answer customer questions on a broad range of trips and destinations via App/My Account. You will make the journey seamless pre, during, and post-trip., • Process customer payments, cancellations & amendments with accuracy and attention to detail., • Collect and update contact, travel details, interests, and pre-trip information., • Work with our internal operations team to ensure that the customer's trip is arranged to perfectly meet their needs., • Support customers with a broad range of on-trip challenges from baggage transfers to medical emergencies., • Assist customers in crises or incidents while on a trip., • Complete general administrative tasks across our booking platform and communication systems., • Respond to feedback and close the feedback loop for customers post-trip to make sure they keep coming back., • Moderate, publish, and respond to our website reviews., • Send customer updates on important route/destination changes., • Generate reviews across our external review platforms (Google, Trustpilot, etc)., • Collaborate across teams as the voice of the customer in our organization., • Be an active, positive member of the team., • Actively support your colleagues and be there for them., • Contribute and participate in team calls and meetings. Qualifications and Experience: • At least 3 years' experience in customer-facing roles within the travel industry., • Ability to empathize with and be the voice of the Customer., • Experience in complaint handling., • Outstanding customer service and problem-solving skills., • An excellent eye for detail and administrative skills., • Able to multitask, prioritise and establish deadlines to ensure competing objectives are met., • Highly confident, competent, and articulate individual who can communicate professionally., • Experienced and fluent in using IT systems such as email, livechat, phones, booking/company systems, and MS Office suite (Zendesk desirable)., • Resilient and flexible., • Excellent written and verbal communication skills in German and English., • Living in the Lisbon area., • 24/7 rotation shifts.
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