Salary: 6,330 RON/gross
Type of Contract: Full Time Employment
Work Set Up: Permanent Remote
Benefits: 21 Days Annual Leaves, Medical, Remote Work Allowance (400 lei/month), Meal tickets (15 lei/working day)
Responsibilities:
- Using proper de-escalation techniques including but not limited to empathy, acknowledgement, solution building, etc.
- Utilizing decision tree and a spirit of compromise to ensure that all opportunities to support the customer have been applied
- Responding to and solving incoming support requests via email, phone, and live web chat
- Mapping out the most frequent issues and identifying potential solutions - RCA
- Providing Voice of Customer feedback to the Product team on a regular basis - escalation to TM.
Process Improvement
- Improving help documentation for our customers and partners - with the help of TM
- Teaching our chatbot to automatically respond to common issues - with the help of TM.
Employee Development
- Obtains product mastery in order to respond to the customers’ concerns promptly and accordingly
- Provides comprehensive and professional customer support to ensure customer satisfaction
- Partnering with other departments as needed to support our customers
- Working with our product and technology team to solve underlying issues.
Requirements:
- At least 2 years of experience as a CSR agent handling, phone, email, chat
- At least 1 year of experience in de-escalation or handling escalated level 1 or 2 customer support situations
- Minimum level of a C1 CEFR rating for written and spoken English (Romania)
- Knowledge of start up account process improvement
- Saas exposure
- Fintech experience
- Customer Service/Focus
- Communication skills
- Investigative Mindset/Curiosity
- Teamwork
- Results-oriented Good to have
- Customer Support Leadership Experience
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
