What are the responsibilities and job description for the Customer Care Specialist position at Rezdy?
About the Job
As a Customer Care Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Customer Care Specialist is responsible for responding to calls and tickets, emails and chats, and assisting customers with their enquiries.
Key Responsibilities:
- Be a guru for Rezdy's software in every engagement with all Rezdy customers types
- Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues
- Identify, test and troubleshoot customer issues and providing resolutions in a timely manner
- Keep the customer involved and informed as needed
- Meet and/or exceed the average hourly and daily productivity targets
- Ensure customer emails are responded to within the agreed SLA and maintain CSat score.
- Assist in determining bugs and escalating to the right teams.
- Handle support for all API related enquiries from internal and external customers that includes, but not limited to 3rd party software providers (Channel manager, Rezdyconnect & Octospecs), Integrated Resellers and Public API
- Self initiate learning to keep up to date of new product features and developments to assist in the support process
- Report trends related to bugs, feature requests and feedback to relevant internal departments
- Ensure the high quality maintenance and accuracy of notes within the ticketing system
- Collaborate with the Sales, Customer Success and Development teams to ensure exceptional customer service
About You:
- Experience with a telephony system (aircall)
- Experience with CRM system / Hubspot preferable
- Experience/Interest in software, API's, HTML
- Experience in Zendesk or similar help desk ticketing tool highly preferred
- Previous experience in help desk role
- Proven experience in achieving and exceeding targets
- Empathetic, provides value to customers beyond their expectations
- Great with customers with a passion for giving exceptional service with the ability to influence others to do the same
- Effective communication skills
- High attention to detail and highly organized
- Ability to work autonomously and towards deadlines
- Sets high standards of personal performance
- Is solutions driven and a team player
- Adaptable and flexible with an openness to new ideas
Why Join Us?
- How do you like the sound of company-wide social events, team outings, and exclusive discounts on tours and activities?
- Work with a fascinating product in a high growth tech-thirsty industry
- Passionate team with opportunity to work across exciting projects
- Diverse Scale-up culture
- We're ones to watch - Capterra top 5 companies to watch in 2020
- We're a startup that's going places - ranked 11th in Australia, and top 500 globally
We believe in nurturing an adventurous spirit; owning it and making it happen and achieving more together - these are our values!
How To Apply
The opportunities to share this success are limitless. What are you waiting for?
Come and join us on this adventure by clicking the apply button, we look forward to connecting.
Job Type: Full-time