Welcome Pickups is hiring a
Customer Support Relations Associate

Summary

Welcome is a travel tech startup that offers personalised in-destination travel experiences. The company has a high rating, operates in 230 destinations, and serves over 1.5 Million happy travelers every year. As the Customer Relations Associate, you will assist the Complaint Officer in handling customer complaints and negative social media posts, improving systems for better efficiency and service, and collaborating with teams to reduce complaints.

Requirements

• At Least 2-4 yrs customer service / support oriented role experience
• Proficient English level ( native preferred ), written, reading and comprehension
• Knowledge of customer service practices
• Excellent organizational skills and communication
• Self-motivated and hands-on with a true teamwork mentality
• Digital native: fluent in web and digital technologies
• Ability to analyze sales figures and write reports
• Uncompromising attention to detail
• Ace problem-solving skills
• A friendly and upbeat personality

Responsibilities

• Assist the Complaint Officer with any current or future task, duties and projects in regards to complaint data, complaint handling improvements and overall reduction of internal or external complaints
• Monitors and maintains current and future data in regards to overall complaints numbers and social media negative reviews
• Eliminates any intent or threat of a social media negative review by attending immediately to the appeasement of the customers' concerns
• Replies to emails and chats in regards to complaints and complaint escalations, following requests in a timely manner
• Replies to all Social Media negative reviews on numerous platforms in regards to complaints whilst actively tracking the outcome
• Works on tasks and high-level projects in tandem with the Complaint Officer, Customer Support Supervisors, Quality Assurance Officer and Head of Support to better overall experience for complainants and employees
• Accepts and handles all escalation in regards to social media negative reviews or internal complaints as per current or future policies and processes
• Presents and maintains monthly data in regards to general complaint number and social media negative review numbers to the Complaint Officer and higher management

Benefits

• Flexible work from home policy
• Private Health Insurance Plan
• Vibrant and fresh work environment at the center of Athens
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join ‘the next big thing’ at the ground level