Customer Experience Specialist - with Spanish and English

Employer: e-Frontiers
Domain:
  • Customer Support - Client Service
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 20.01.2018
    Short company description

    e-Frontiers was founded in 2006 with all three founding members – Brendan Carroll, Vincent Blake, Paddy Doyle – steeped in careers from consultancy, software development and data.

    Requirements

    The role purpose is to support Airbnb customers with their queries. You will answer inbound calls and emails from customers in an efficient and timely manner. You will troubleshoot, providing information and solutions to customers and do so with the highest standards of professional customer care.

    Ideal candidate:

    Ability to write and speak fluently, clearly and concisely in English and Spanish
    Previous customer support experience is an advantage
    Excellent problem solving abilities
    Empathetic and can communicate in a caring and friendly manner
    Strong time Management skills and motivation to exceed expectations
    Enjoy working in a fast paced environment
    Comfortable working with computers and the ability to work with multiple systems and the ability to learn and adapt to new ones
    Strong team spirit with passion and drive to help users and deliver the best in customer service

    Responsibilities

    Deal with members' email queries promptly and efficiently, in accordance with company procedures
    Process all incoming phone calls from customers and manage all requests, changes and cancellations as necessary
    Interact with a diverse customer base
    Input and access data on multiple systems
    Clearly and concisely log and track detail of issues arising , ensuring to report recurring queries in order to minimize repeat callers.
    Maintain an up-to-date level of product and procedure knowledge by being attentive to and acting upon information advised in e-mail update, team meetings, training and other briefings.
    Perform all duties in an efficient, professional and courteous manner at all times.
    Maintain regular, consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health and safety procedures.
    Pursue personal development of skills and knowledge necessary for the effective performance of the role.
    Look at opportunities to make changes and improve the processes where possible .
    Maintain at a minimum, target levels of productivity and performance, as outlined by your Manager in relation to call times, idle times and other performance metrics as they arise
    Help maintain a good team and working environment through assisting fellow employees and participating constructively in team meetings.
    Undertake duties of a general nature or additional tasks as may be required from time to time by your Manager or other designated authority figures.

    Other info

    Please note that this job requires flexibility for working in shifts:
    - under rotation with the other members of the team (9 am - 1 am);
    - for the late shift, the transport is covered;
    - approx. two working weekends per month (benefit: free days for the working weekends)