Description:
As a Technical Customer Service Advisor at Bókun, you will undertake a variety of duties from troubleshooting technical issues to investigating in-depth, complex cases where your mediation and negotiation skills will be called upon to deliver a high level of resolution. Using all available knowledge tools and resources to achieve the defined monthly goals you will be required to quickly diagnose and triage issues, resolve incidents, and/or dispatch to the next resolving group according to the escalation process. You are expected to have the technical and interpersonal skills to deliver a high level of customer satisfaction.
Your key responsibilities will include:
- Handle English inbound/outbound, Teams meetings, calls/emails, or chats according to company policy.
- Troubleshooting incoming issues, identifying root causes, and finding a path to resolution.
- Researching and resolving internal (tier 1) and external user-reported issues related to the product. Gather data, test, and replicate problems. Raising detailed bug tickets for the development team where necessary and proactively following up on the tickets.
- Ensure excellent troubleshooting documentation.
- Act as an internal escalation route for all Tier 1 support issues.
- Collaborating with technical teams to help with support escalations.
- Follow best practice incident management processes to meet your monthly goals (Initial response time, Quality scores, Customer Satisfaction metrics).
The ideal person for this role will be:
- 1-3 years of proven experience in a Customer Service position where technical skills and troubleshooting were required (preferably in the B2B sector).
- “Problem-Solving” character - Ability to apply analytical and investigative skills to resolve customer issues creatively and with minimal direction.
- Hold a basic knowledge of CSS, HTML, and website CMS tools.
- Customer-oriented, enthusiastic, courteous, assertive, and motivated to take charge of both customer engagement and problem resolution.
- A team player who is positive, friendly, and has a can-do attitude towards staff and customers.
- Confident and competent in handling complaints, mediation, and troubleshooting technical issues.
- Experience within the travel, tourism, leisure, and hospitality industries would be an advantage but is not essential if you have a passion for customer care.
- Experience in working to customer satisfaction-based targets and operational metrics.
- Fluency in written and spoken English
- Ability to multitask in a fast-paced environment, Identifying next steps and executing them diligently.
- Ability to work shift patterns, including some weekends on rotation with the team.