Customer Experience Specialist (Bilingual French/English)

Telecommute · Bucharest, Romania

Description

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, Snapp car 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 French and English speaking/reading/writing customer service professional to join our team. 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.


Responsibilities

Provide friendly and efficient service to the worldwide Keycafe community

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 goal

Requirements

Fluent in English (Written and Spoken)

Fluent in French (Written and Spoken)

Skilled and eloquent in writing

Currently based in Romania

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.

Investigative skills

Patience, empathy and unique ability to manage stress

Strong communication and interpersonal skills

Ability to work under pressure and adapt quickly to adverse situations


Bonus Skills

Familiarity with ticketing systems, Zendesk in particular

Previous, demonstrable experience with the creation of online help resources

Early adopter of technology

Benefits

Work from home, yet still 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.

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