Customer Experience Specialist
Founded in 2012 and based in Vancouver, British Columbia, Canada, Keycafe is a trusted key exchange service for people to share their keys with guests for their home, car, bike, or anything else they need to provide access for. Homeowners need to use services such as Airbnb or Booking to rent out their home, Truro to share their car, or simply need to have a cleaner or dog walker access they home to provide service.
We are looking for a brilliant, full time customer service professional to join our team working from our Vancouver office. If you are a fast thinker, like problem solving, and have exceptional people skills, then we want you on our team. You will be working on the front lines with our customers every day and you will be integral to our success.
Provide friendly and efficient service to the worldwide Keycafe community
Main focus is online chat both reactive and proactive to help our customers
Be a first point of contact to handle and resolve customer complaints
Respond professionally to inbound phone calls, including urgent situations
Identify and escalate issues appropriately
Compose thoughtful and accurate messages or customize prepared responses to customer emails
Research information and troubleshoot problems using available resources
Monitor and control numerous tasks in tandem
Proactively and independently work to meet targets and goals
Fluent in English (Written and Spoken)
Skilled and eloquent in writing
2 to 5 years of customer service in hospitality, call centre/contact centre, IT support etc.
Must be available for a regular schedule of 5 days a week and 40 hours per week, mutually agreed with your lead and able to work on weekends and public holidays.
Patience, empathy and unique ability to manage stress
Strong communication and interpersonal skills
Ability to work under pressure and adapt quickly to adverse situations
Familiarity with ticketing systems, Zendesk in particular
Previous, demonstrable experience with the creation of online help resources
Early adopter of technology
Other languages an asset
Work in a fun, fast paced environment from our Vancouver office. Be part of a growing tech company. You are the front lines and will really help drive the company forward. Competitive salary commensurate with experience.