Customer Service Representative (Evening)

Who are we:

Clicktrip is a Danish Software product company that is determined to revolutionize the online hotel booking industry. Our mission is to be the one hotel booking platform providing the best booking experience to the customers throughout their booking journey using our own uniquely developed systems. Whilst Clicktrip is a new player in this industry, launched from Copenhagen back in early 2021, we already have a global footprint and incredible customer satisfaction. Born during the Covid-19 crisis, Clicktrip now continues to grow and expand rapidly as the worldwide pandemic is coming to an end. If you are passionate about travel and hotels, we invite you to take part in your dream project. If this sounds exciting to you then let’s have a chat!

Primary Responsibilities:

• Supporting our Customers: Inbound/outbound Phone, Chat, Email, and Social media, understand our customers to provide workable solutions.
• Replying to emails and messages from customers all over the world in English (skills in secondary language is a plus).
• Supporting your teammates and colleagues with peer-to-peer learning and constructive feedback to encourage a positive working environment.
• Ownership: You will seek to understand customer needs, delivering the right solution the first time, every time
• Educate: You will educate our customers to effectively and efficiently use our website and go through their booking process.
• Customer Advocate: Retaining customer loyalty through problem-solving, flagging new ideas to simplify our process in a safe and trusted environment.
• Performance Metrics: Our entire team shares the same success metrics, support, educate, coach, and resolve all our customers' issues.
• Share feedback: with Management relating to performance, team morale and customer insights
• Resolutions: Ability to identify root cause of any problem, using our Process + Polices to resolve any issue in a timely manner.
• Most importantly, always ensuring a high level of customer service.

Required Knowledge/Skills/Abilities:

• Communication: Strong verbal and written communication skills, for this you’re required to have written and oral fluency in English.
• A problem-solving and solution-driven mentality
• A positive, motivated mindset that’ll help you deal with some tricky customer problems.
• Experience: Background in Customer Support in either retail or contact centers, account optimization and/or solving complex customer complaints is a plus.
• Focus on Customer Loyalty: We are looking for people who can understand our customer needs and deliver a world-class customer support.
• Motivation: Highly motivated and passionate about connecting to the customer.
• Openness: Growth mindset, you’ll be open to new ideas, embrace feedback & coaching, and challenge our beliefs to deliver exceptional customer experience.
• Professionalism and teamwork: good people and interpersonal skills to build effective relationships. Maintain calmness under pressure
• Analytical: Attention to detail and ability to interpret information, making sound recommendations
• Knowledge retention: ability to learn and retain the knowledge of our products or services
• Industry advantages: travel websites, online advertising, eCommerce, or additional languages; these are desirable but certainly not essential

Benefits:

• High-Competitive salary across the market
• Company-wide VIP medical insurance
• Paid sick-days
• 25 vacation days per year
• Participate in a friendly and professional work environment
• Being able to learn and develop from highly skilled and experienced colleagues throughout all departments
• Ability to grow within the department
• Ability to learn and grow into other departments within the company
• Being a part of a successful world-class project
• Regular team building activities and corporate parties
• Department-wide budget for personal development
• Ability to communicate with customers worldwide and develop communication skills

Employment type:

• Full time Evening Shift (3pm — 12am)
• Work from a modern office in Kyiv with uninterrupted electricity and internet (Due to state of war all employees are working remotely currently, however, after the war is ended we would be an option for all staff to return back to our HQ and continue working from our office)
• Official cooperation