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.)
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!
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