Customer Care Support

Job Description This is a remote position. About our Client: Rezdy is the worldís leading independent SaaS booking and distribution platform for tours and activities. They are on a mission: to power the growth of the experience industry with tools and connections to make it easier for you to run and grow your business. They help you get more bookings, save time on tedious admin and improve your customer experience. Job Summary: s a Customer Care Specialist you will be responsible for providing immediate first level support to our customers, with a Customer First Approach. The Customer Care Specialist is responsible for responding to calls and tickets, emails and chats, and assisting customers with their enquiries. Responsibilities: Have a sound understanding of Rezdyís software in every engagement with all Rezdy customers types Handle customer enquiries with positive interaction and effective and creative problem solving, exploring all possibilities to fully resolve customer issues Identify, test and troubleshoot customer issues and providing resolutions in a timely manner Keep the customer involved and informed as needed Meet and/or exceed the average hourly and daily productivity targets Ensure customer emails are responded to within the agreed SLA and maintain CSat score. Assist in determining bugs and escalating to the right teams. Self initiate learning to keep up to date of new product features and developments to assist in the support process Report trends related to bugs, feature requests and feedback to relevant internal departments Ensure the high quality maintenance and accuracy of notes within the ticketing system Be a brand ambassador of the Rezdy product Embody and champion Rezdyís value Requirements Technical Skills and Experience Experience with a telephony system (aircall) Previous experience in helpdesk role Experience with CRM system / Hubspot preferrable Experience in Zendesk or similar helpdesk ticketing tool highly preferred Previous experience in software or tech space highly preferred Attributes and Competencies Proven experience in achieving and exceeding targets Empathetic, provides value to customers beyond their expectations Great with customers with a passion for giving exceptional service with the ability to influence others to do the same Effective communication skills High attention to detail and highly organised Ability to work autonomously and towards deadlines Sets high standards of personal performance Is solutions driven and a team player Adaptable and flexible with an openness to new ideas Benefits WHAT WE OFFER: ? Great Place to Work-Certified Company ? Premium HMO ? Holistic employee experience ? Work-from-home and hybrid work setup ? Rewards and incentives ? Monthly engagement activities ? Career advancement opportunities ? Paid referral program Work Experience 1-3 years