Cette offre est lié au département Customer success management
Critizr is one of the fastest-growing, most exciting tech start-ups operating today(e)We have offices in London, Paris and Lille, and backing from some of the world’s best venture capital firms(e)We have clients in more than 30 countries.
Critizr provides a SaaS solution that enables retailers and brands to put the customer at the heart of their business, starting from their local teams(e)Today, thousands of retail professionals use Critizr to understand and engage in conversations with their local customers across all channels.
Our primary investors, including 83North, have an impressive track record of investment including companies like AirBnB, DropBox, Zendesk, LinkedIn, Mirakl, JustEat, Facebook(e)We currently employ over 80 people, and our team has been doubling year over year.
Directly reporting to the Head of Customer Training & Support, the Customer Support Representative is the first point of contact for our end-users - the front-line staff in stores - and will be supporting their issues or concerns, maximising their usage and understanding of the Critizr Connection SaaS platform.
RESPONSIBILITIES
Customer satisfaction is our motto! As the first person in contact with our users, you interact with customers on a variety of channels such as phone, support tickets and email, and ensure that all valid customer concerns are being dealt with immediately. In this role, you will:
- Take ownership of customer concerns and issues - you are customer-obsessed so you provide customers the best possible experience(e)You are the first and single point of contact for all enquiries related to the support, troubleshooting procedure, resolution time, and updates on the progress made
- Troubleshoot problems and see them through to resolution - Once a user query or support ticket is assigned to you, you need to research all possible ways to troubleshoot the problem and quickly come up with a solution.
- Escalate unresolved issues to the appropriate internal teams - when issues are highly technical or beyond the scope of what you can handle on the spot, you need to make sure that the problem is being communicated to the right internal team(s) and that they take appropriate action to resolve it.
- Collect prompt and accurate feedback from customers - beyond resolving a customer issue you need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.
- Document knowledge in the form of FAQ, solution articles and best practices - every solution to a customer problem provides valuable learning experiences both for us and for our customers(e)You should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future.
- Optimize our existing processes, enrich our best practices to strengthen Critizr's presence at the Local level
DESIRED EXPERIENCE
- 2 years experience minimum in a similar role: customer care, customer service, customer support agent,...
- Experience with help desk software (HelpScout, Zendesk, Freshdesk,...) and computer skills
- Active listening and communication skills, natural at problem-solvingComfortable to interact directly with customers on a daily basis
- Fluent English/French both written/spoken, 3rd European language a plus
- Good understanding or experience in the Tech, Saas and Retail sector a real plus
OTHER REQUIREMENTS
- Naturally customer-obsessed, you aim to provide first-class support
- Organised & methodical, able to handle multiple projects & customers’ requests simultaneously
- Creative, curious & innovative, able to maintain, enhance and develop our training and support capabilities & assets
- Autonomous, proactive, willing to make an impact on the team and our customers
WHO WILL YOU BE WORKING CLOSELY WITH
Reporting directly to the Head of Customer Support and Training, you will also work directly with the Client Success Managers, Local Success Managers and Product team to provide end-to-end support to our customers’ teams at points of sale(e)He/She ensures that the solution provides maximum value to the customer's local users, provides follow-ups and support and ensures that they become self-sufficient in its day-to-day use.
WHAT CRITIZR OFFERS YOU
- A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth
- A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with
- Fun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in the top 100 of EU tech start-ups?)
- An international environment
- Attractive salary package including excellent pension, health insurance and life insurance
- Open and inclusive working environment including flexible hours and parent-friendly options