Customer Support Relations Agent

Summary

Join Welcome, a travel tech startup, as Customer Support Relations Agent to assist with complaint handling, data monitoring, and social media review management.

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
• Uncompromising attention to detail
• Ace problem-solving skills

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
• 5 work days a week/ 2 days off (rotating shifts)