Customer Support Team Member

As a key member of our customer support team, you will play a vital role in ensuring seamless experiences for our customers. Your primary responsibilities will include handling cancellations, bid tickets, booking amendments, and profile updates.

• Cancellations Handling:
  • Manage event and relationship cancellation tickets, reviewing and processing 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.

• At least 3 years of experience in customer-facing roles, customer support, or related fields.
• 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 Freshworks or 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.

At our company, we value employee growth and development, providing opportunities for learning and career advancement. You'll be part of a dynamic team working on high-growth projects and have the chance to make an impact on innovative startups and companies.

• Meaningful work & Growth: We prioritize delivering excellent client experiences and stretch ourselves to deliver results.
• Employee-centric approach: We're genuinely invested in our people's careers and welfare.
• Global reach & local impact: Get to work with global startups and dynamic companies from the comfort of your own home.
• Positive employee experiences: We strive to create a nurturing environment that fosters growth and collaboration.

A unique opportunity to join a fast-paced and innovative team, contributing to the success of our clients and partners. With a focus on employee satisfaction and growth, we aim to provide a supportive and stimulating work environment.