Highly Skilled Customer Service Representative

We are seeking a highly skilled and experienced Support Specialist to join our team. As a key member of our support team, you will be responsible for providing top-notch customer service to clients worldwide.

The ideal candidate will have at least 3 years of experience in customer-facing roles, with a strong command of written English and excellent communication skills. You will be responsible for handling a wide range of customer inquiries, including cancellations, bid adjustments, booking amendments, profile updates, and post-service feedback.

You will work closely with both customers and service providers to ensure a seamless experience and maintain high standards of service. Training will be provided, and your direct manager will provide guidance and support throughout the journey as we grow the business together.

As one of the pioneers of the team, there is potential for leadership responsibilities down the line as and when the department grows. We are looking for self-starters who are well-organized and proactive, with a passion for delivering an excellent client experience.

Key Responsibilities

• Cancellations Handling:

  • Manage event and relationship cancellation tickets.

  • Review and process short-term cancellations by providers or customers.

  • Apply cancellation fees, adjust work status, and inform providers of the fee for provider-initiated cancellations.

  • Process the cancellation, ensure appropriate compensation for providers, and confirm the cancellation details with the customer for customer-initiated cancellations.

  • Contact customers to determine if a replacement service is required for short-term cancellations.

• Bid Ticket Management:

  • Assess and implement changes to bids, including date adjustments, pricing updates, and new bid creation.

  • Confirm changes with customers via email.

• Booking Amendments:

  • Handle requests for changes to existing bookings, ensuring both parties are informed and that adjustments are made accurately.

  • Typical changes include alterations to the day of the week, start time, or event duration.

• Profile Updates:

  • Process profile update requests, such as changes to address, password, and payment methods.

  • Ensure that any profile changes are reflected in existing bookings as needed.

• Failed Identification Checks:

  • Investigate failed ID checks through verification processes, verifying the validity of identification documents.

  • Update profiles accordingly: manually approve valid documents or deactivate profiles and inform providers if documents are not valid.

• Post-Service Responses:

  • Review feedback from service providers after events.

  • Determine necessary follow-up actions and contact the appropriate parties to address issues.

Experience: At least 3 years in customer-facing, customer support or a related field.

Autonomy and organization: Self-starters who are well-organized and proactive are preferred.

Proficiency in English: Strong command of written English is essential.

Effective communication: Comfortable conversing over the phone with internal stakeholders, including your direct manager and team members, rarely customers/providers.

Emotional intelligence: High ability to empathize with providers and customers, fostering positive relationships and trust in the brand.

Technical skills: Ideally, some experience with similar systems.

Basic spreadsheet skills: Familiarity with Excel or Google Sheets is advantageous.

Adaptability: Able to thrive in a dynamic environment where processes are continuously improved and new approaches are tested.

Energy and enthusiasm: Bring a fresh, confident, and passionate attitude to the team.

Flexibility: Ideally, open to a shift-based schedule that includes Saturdays.