Work closely with the head of support to review and improve our communication approach to clients
Train the team on client service excellent and drive the spirit of pro-active management of queries
Communicate in a client’s friendly terminology not only the solution, but also the root cause and long-term fix of the raised issue
Answer users’ questions and advising customers on how to best use our product
Proactively making help even easier to come by and anticipating the needs and questions of our customers before they have them
Improve our communication on our help center, our website, in the apps, e-mails etc.
Collecting and synthesizing customer insights; being the voice of the customer to help your teammates become better
Work with multiple teams to find, analyze, and resolve client issues
Proactively identify clients experiencing repeated issues or requests that are not resolved to the client’s satisfaction and escalate issues, as needed
Provide recommendations to the Product team about how to improve customer experience
Work closely with the Customer Success Managers to maintain continuous knowledge of accounts.
Required skillset :
Be fluent in spoken and written English (on a native level) and have excellent clear written communication skills; you get a message across in just a few sentences.
Have experience with customer service and have a genuine desire to help people in a friendly, empathetic, and patient manner
Be quite tech-savvy : curious and motivated to gain a deep understanding of how our product works - inside and out. You should be very comfortable with IT and prepared to learn a lot of technical terms and details
Have experience writing clear and friendly consumer-facing copy for web, emails, marketing
Be eager to share your knowledge and know-how with your teammates
Be able to manage your own time while being a team player
Have experience in supporting software, onboarding customers, collecting customer feedbacks, or even making sales
Can multi-task and can work successfully across multiple teams to resolve issues in a timely manner
Are flexible with your hours to better cater to our customers in other time zones
Can prioritize tasks and carry out responsibilities with minimal direction
What we offer : Here at Toluna you will find amazing, forward thinking professionals who like to learn and grow. We pride ourselves on collaborating and sharing expertise, we know that strong teams bring out the best in our staff members.
This is why we offer a broad range of benefits :
Professional & personal growth : Training opportunities and career development plan.
Financial package : Competitive salary, performance bonus.
Health : Private medical insurance.
Office comfort & fun : Central building location, relaxing room (X-box, Ping Pong table).
Work-life balance : Working from home policy.
Join our global team. We welcome big thinking and reward great work.