CUSTOMER SUPPORT SPECIALIST

Role description :

Respond to customer queries in a timely and accurate way, via phone, email or chat

Identify customer needs and help customers use specific features

Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)

Update our internal databases with information about technical issues and useful discussions with customers

Monitor customer complaints on social media and reach out to provide assistance

Share feature requests and effective workarounds with team members

Inform customers about new features and functionalities

Follow up with customers to ensure their technical issues are resolved

Gather customer feedback and share with our Product, Sales and Marketing teams

Knowledge, skills & experience required:

Ideally 3+ years experience as a Customer Support Specialist or similar CS role

Familiarity with our industry is a plus

Experience using help desk software (Zendesk) and remote support tools

Understanding of how CRM systems work

Excellent communication and problem-solving skills

Multi-tasking abilities

Patience when handling tough cases

BSc in Information Technology or relevant diploma

Incredible attention to detail and a creative problem solver

You will be part of an organisation that offers:

An ambitious and fun bunch of people that see the opportunity for disrupting and improving the way travellers

can enjoy shopping duty free

Excellent opportunity for personal and professional growth and this role means you can create and shape your

future in that role and within the company

Flexible working environments in the office (Central London and home)

Pension and the usual benefits to help take care of your future

25 days holiday (plus public holidays) plus an extra day off so you dont have to work on your birthday!

Opportunities to travel for business and create your own adventures