Urban Company U

Customer Service Specialist (BB-34698)

Found in: Fidanto AU

About Urban CompanyUrban Company is a fulfillment-led marketplace for home services. We believe we are changing the way the world experiences home services. Whether it is home cleaning, handymen, flatpack furniture assembly, gardening, or any other home service, our promise to consumers is quality services, at a fixed price and at a time convenient for you.Launched in November 2014, Urban Company formerly UrbanClap has built a network of 25,000 trained service professionals and served over 3 million customers across major metropolitan cities of India and UAE. After a successful launch in the UAE Dubai and Abu Dhabi market, we launched operations in Australia and Singapore in early 2020.Job ResponsibilitiesWorking within the Operations team you will - Manage all incoming and outbound calls. - Identify and assess customers and or partners ' needs to achieve satisfaction. - Build sustainable relationships and trust with the customer and or partner accounts through open and interactive communication. - Provide accurate, valid, and complete information by using the right methods tools. - Support category leads team to bring about solutions in the daily operational tasks. - Handle customer complaints, provide appropriate solutions and alternatives within the time limits follow up to ensure resolution - Keep records of customer interactions wrap codes and notes , process customer accounts, and file documents. - Follow communication procedures, guidelines, and policies. - Take the extra mile to engage customers and or partners on other offerings and upcoming promotions. - You will work on the hardest problems across our customer and partner base to ensure maximum resolutions at high satisfaction in minimum time by structurally solving bad experiences. - Converting bad experiences to positive outcomes is the highest priority in this role. - Work on job fulfillment to minimize bad customer experience by solving key issues around - partner activity, job acceptance, service delivery, etc. - You will play a direct role in shaping our CX PX Operations ecosystem as part of the operation team. - Own the experience delivered across all B2C customer touchpoints - voice, chat, and email - customer partners service 12x7x365. Lead the elimination of pain points friction for optimizing our customer experiences. - Play an important role to achieve a high CSAT and PSAT to achieve organizational goals. - Support partners to ensure a high NPS score is achieved, leading to a high rate of partner success. Job Requirements - 3-5 years experience working for high-performing Customer service and back-office team. - Strong problem-solving abilities, first-call resolution, and complaint management. - High sense of ownership to drive outcomes. - Strong ability to communicate and work collaboratively with others. - Proven customer support experience or experience as a Client Service Representative - Track record of over-achieving quota. - Strong phone contact handling skills and active listening. - Familiarity with CRM systems and practices. - Customer orientation and ability to adapt respond to different types of characters. - Excellent communication and presentation skills. - Ability to multi-task, prioritize, and manage time effectively. - Excellent written and verbal communication skills.If you genuinely enjoy working with people, are passionate about conflict resolution love working within a diverse environment...APPLY NOW Show moreShow less

calendar_today5 days ago


location_on Sydney, Australia

work Urban Company

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