Customer Happiness Specialist
Unbabel
Lisbon
há 6 dias

What's the opportunity about?

We are now looking to expand our Customer Happiness team to contribute to our growth from our headquarters in beautiful Lisbon.

As a Customer Happiness Specialist (CHS), you are a key point of contact for our customers providing product and service information and resolving any issues our customers experience with accuracy, efficiency and enthusiasm.

Our current communication channel is email but may soon include chat and phone as well.

The best CHSs are genuinely excited to help customers. They’re patient, empathetic, excellent listeners and articulate communicators.

CHSs put themselves in their customers’ shoes and advocate for them when necessary. Problem-solving also comes naturally, with confidence in troubleshooting, investigating and resolving issues as well as collaborating with cross-functional teams if more inputs are needed to achieve resolution.

Our objective is to ensure excellent service standards, respond efficiently to customer inquiries and maintain the highest levels customer satisfaction.

You'll help create understanding by...

  • Opening and maintaining customer accounts by recording account information
  • Resolving product or service issues by clarifying the customer's complaint; determining the cause of the problem; determining and explaining the best solution to solve the problem;
  • expediting correction; following up to ensure full resolution within SLAs

  • Preparing service reports by collecting and analyzing customer information
  • Identifying and assessing customers’ needs to achieve satisfaction
  • Building sustainable trust-based relationships through open and interactive communication through multiple channels (digital and voice)
  • Providing accurate, valid and complete information by using the right methods / tools
  • Keeping records of customer interactions, process customer accounts and file documents
  • Following communication procedures, guidelines and policies
  • Going the extra mile to engage customers
  • Recommending potential product or service enhancements to management by collecting customer information and analyzing customer needs
  • Identifying and passing sales opportunities to the Sales team
  • You'll move the needle if you have...

  • Near-native level of English with a fully fluid discourse and a superb vocabulary toolkit (absolutely mandatory).
  • Proven customer support / service experience in an enterprise / high value customer context
  • Superlative phone and written contact handling skills and active listening
  • Familiarity with CRM, ideally Salesforce Service Cloud, systems and practices
  • Customer orientation and ability to adapt / respond to different types of characters
  • Excellent communication and presentation skills
  • Strong and determined troubleshooting and problem solving skills
  • Ability to multi-task, prioritize and manage time effectively
  • Degree or equivalent professional experience
  • Proactivity, empathy and autonomy
  • Ability to work and learn in a fast-paced and target-driven environment
  • 24 / 7 availability (with the possibility to work occasionally from home).
  • We build our tower with love, dedication and...

  • Competitive salary at one of Europe’s leading tech startups
  • Stimulating startup environment committed to diversity and inclusion
  • Individual budget to setup your workstation (mechanical keyboard, mouse, etc.)
  • Stock options
  • Health Insurance
  • Free Calm App Subscription
  • MacBook and external monitor
  • Yearly company retreat
  • All Hands on Deck every Friday
  • Sound great, doesn't it? this position truly fits your profile, apply now with your CV in English!

    The Tower of Unbabel

    Unbabel’s Translation as a Service platform allows modern enterprises to understand and be understood by their customers in dozens of languages.

    Powered by AI and refined by a global community of tens of thousands of human linguists, Unbabel delivers professional-grade content at the scale required by modern enterprises like Facebook, Microsoft, Under Armour, Pinterest and Expedia.

    Backed by Scale Venture Partners, Notion, Microsoft Ventures, Salesforce Ventures, Samsung NEXT and Y Combinator, Unbabel is accelerating the shift to a world without language barriers.

    Unbabelers come from

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