COAX is looking for a Customer Support Lead to join the company!
A little bit about us: COAX is an outsourcing company specializing in fintech, e-commerce, real estate, and travel domains.
Our values coincide when we are together:
- We are result-oriented;
- We value proactivity, initiative, and caring;
- We build trust through openness and transparency;
- We are open to innovation and encourage it.
What we can do for you:
- Semi-annual reviews based on PDP and OKR;
- A truly flexible schedule: the main thing is to be present on calls and keep in touch with the team. And how you spread out the rest of your working hours is up to you;
- All the tools for work and a wiki database of courses to improve your technical skills;
- Managers open to new ideas and opinions;
- No bureaucracy: have a problem? Knock on the door of the C-lvl room and tell us about it. We stand for openness and quick resolution of cases;
- Health insurance, social package;
- English classes, Speaking Club;
- Internal system of coins accumulation;
- Providing apple equipment - all these usual things and much more)
What you need to know/have:
- Proficiency in using customer support tools and systems
- English level - C1
- 9-hour working days 5 days a week
- Problem-solving skills and ability to handle customer complaints effectively
- Flexibility to adapt to changing priorities and responsibilities
- Strong organizational and time management abilities
- Customer-focused mindset with a commitment to delivering exceptional service
- Ability to work independently and as part of a team in a fast-paced environment
What you need to do:
- Monitor incoming emails from customers with bookings for the next day, addressing cancellation requests, changes in booking details, and additional upgrade inquiries.
- Proactively reach out to customers after their tour to solicit feedback and reviews.
- Regularly check the company calendar for pending bookings and ensure timely arrangements.
- Manage bookings from Online Travel Agencies (OTAs) such as GYG, Viator, and Musement, by accurately updating our system upon notification of sales.
- Handle incomplete booking tasks by contacting customers who did not complete the booking process to understand reasons for abandonment.
- Address payment failures by contacting customers experiencing technical payment issues and providing assistance.
- Manage customer inquiries through various channels including chats, phone calls, and emails.
- Coordinate tours by confirming bookings with representatives and coordinating assistance for customers crossing the border.
- Organize transfers and VIP services as required for customer bookings.
