Customer Care Representative

2 weeks ago

San Fernando, Ilocos, Philippines Kolet Full time

Company Description

Kolet is building the world's first truly global travel connectivity brand. In just two years, we've partnered with leading airlines, OTAs, and insurers (Air France, KLM, Singapore Airlines, Vietnam Airlines, Air India, AXA, and more) to provide seamless connectivity to millions of travellers worldwide. Backed by top-tier investors, Kolet is scaling fast and our Partnerships team is at the heart of this growth.

Role Description

This is a remote contract role for a Customer Care Representative based in the Philippines. The Customer Care Representative will be responsible for providing exceptional customer support through effective communication, resolving inquiries and concerns, and ensuring customer satisfaction. Key responsibilities include responding to customer queries, troubleshooting issues, and maintaining a high standard of customer service to enhance the overall user experience.

This job might be a great fit for you if:

  • You love learning new tools and processes
  • You enjoy structure and clarity
  • You take feedback as a way to grow
  • You communicate clearly in writing
  • You're curious and proactive

This job might NOT be for you if:

  • You're looking for a low-pressure, easy support role
  • You get easily overwhelmed by technical information / new processes
  • You want a "remote job" more than "a mission"
  • You like routine?

Qualifications

  • Strong interpersonal skills to foster positive interactions and build lasting relationships with customers, we are looking for personalities with a strong cultural fit with the company.
  • Experience in providing outstanding customer support and resolving issues effectively.
  • Proficiency in communication and customer service, with the ability to convey information clearly and professionally.
  • Familiarity with digital tools and platforms for virtual customer interactions is a plus (Google, Intercom, Slack, Notion, etc.)
  • Candidates should possess strong problem-solving abilities and demonstrate empathy and patience in challenging situations.

Interview process

  • Screening interview with Clem - Head of Customer Operations (1 hour)
  • Technical tests with Camille - Customer Care OPS (1 hour)
  • Culture fit interview with Regional Team leader and Clem (1 hour)
  • Founder call (1 hour)
  • Offer (based on experience)

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