Customer Experience Representative

2 weeks ago

Dublin, Dublin City, Ireland beBeeCustomer Full time €45,000 - €55,000
Job Overview

This role is focused on delivering exceptional customer service, addressing technical inquiries, and proactively guiding sellers through our ecosystem.

The Role

We are rethinking buying and selling to make it accessible to everyone. As a Customer Success Advocate you will be the liaison and voice of our company in a new market and region. You will reactively address technical inquiries and offer resolutions as well as proactively recommend solutions for our Sellers through discovery of underlying needs. You will identify opportunities to improve the customer experience and guide, educate, and cross-sell/upsell our Sellers through our suite of products and resources.

The role can be based 100% remotely or hybrid with offices in Dublin.

Key Responsibilities
  • Deliver fast and solution-focused support by handling inbound calls and emails from sellers in a dynamic, high-volume environment, aiming for First Contact Resolution, strong QA scores, and excellent CSAT results.
  • Cross-sell and upsell solutions that address sellers' needs by leveraging discovery questions and product knowledge to guide them through our ecosystem.
  • Maintain ownership of the seller experience from start to finish by delivering service, proactively managing cases, resolving issues efficiently, and ensuring workflows are accurate and consistent.
  • Identify and share customer insights by analyzing trends in seller queries and collaborating with Sales, Account Management, and Product to improve tools, processes, and policies.
  • Analyze trends in customer issues and suggest process and product improvements.
  • Stay adaptable during times of change, embracing new processes or updates while ensuring accuracy and adherence to workflows.
Required Skills and Qualifications
  • Fluency in English, Spanish & Catalan (spoken and written).
  • Strong organizational, analytical, and communication skills with prior customer service experience and technical ability.
  • Ability to engage with sellers over the phone, asking questions and offering solutions.
  • Curiosity about people, technology and business, with the ability to inspire passion in others.
  • Problem-solving mindset and the ability to tailor the support experience to individual customers.
  • Coachable mindset with willingness to implement feedback and pursue personal improvement.
  • Excellent time-management skills; able to stay focused in a fast-paced environment and help as many customers as possible daily.
  • A passion to help people and improve the customer experience for sellers.
  • Entrepreneurial mindset and commitment to streamlining buying and selling processes.
  • Ability to work weekends as part of a rotating schedule.
Benefits

Our benefits package includes remote work options, medical insurance, flexible time off, retirement savings, and other offerings designed to enable you to do your best work.

Company Overview

Our company unlocks different aspects of the economy. We believe in making commerce and financial services accessible to sellers.

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