**Overnight Shift Team Member**

2 weeks ago

Limerick, Limerick, Ireland beBeeRepresentative Full time €41,467 - €42,345

Unlock human performance at a company that empowers members to reach their full potential through a deeper understanding of their bodies and daily lives.

We are seeking a Representative who is passionate about supporting communities and geeking out on identifying underlying issues. These could range from hardware challenges with wearable devices to software problems with applications or analytical questions about user data.

This role requires someone who is surrounded by highly motivated, creative, and passionate peers who have a strong mission to provide a best-in-class experience for our Members. If you thrive in a dynamic, fast-paced, team-based environment, then this opportunity is the place for you.

As a Representative, your responsibilities will include fielding, troubleshooting, and resolving issues that arise in our member base.

This is a full-time position with shift times that will change on a regular basis. The role is hybrid, meaning 20% of your time per week will be remote and 80% will be based in an office in Ireland.

Responsibilities:

  • Deliver high-quality service across multiple support channels including phone, email, and chat and resolve member issues in an acceptable timeframe
  • Handle a high volume of inbound and outbound customer calls (approximately 50% or more of your time will be spent on the phone)
  • Be a hardworking advocate for the voice of our members and share insights to help shape processes and policies
  • Show compassion to frustrated members while solving problems and addressing unsatisfactory experiences
  • Triage issues and raise to management when trends or bugs are identified that could potentially be impacting a large number of members
  • Work with internal departments to meet our members' needs and find resolutions
  • Provide clear documentation of all cases in line with Quality Standards
  • Ability to leverage multiple applications (Salesforce, Stripe, Admin Console etc.)
  • Meet or exceed the department's metric-driven goals and KPIs (CpH, Quality, FCR, CSAT, SLAs, etc.)
  • Be actively accessible, available, and responsive to customers, peers, and management during the duration of assigned work hours
  • Be a great teammate through engagement and ownership
  • Meet attendance and punctuality expectations while properly recording work hours in the Company timekeeping system

Qualifications:

  • Must be eligible to live and work in Ireland
  • Must be available to work 80% of the time per week at an office in Ireland
  • Experience working overnight shifts in a previous role is preferred but not mandatory
  • Shifts will be across a Monday to Sunday period
  • Positive attitude and high energy performer
  • Ability to thrive in a dynamic, fast-paced, team-based environment
  • Ability to flourish within a startup environment and adapt to change
  • Will be a powerful advocate for our members and are passionate about the community experience
  • Excellent written and oral communication skills
  • Adapt to change and absorb new information with ease
  • Ability to remain calm, professional, and communicative while troubleshooting member concerns
  • Proven track record of analyzing information, troubleshooting problems, and resolving or escalating issues as needed
  • Comfortable working in a phone-heavy environment – resilience, patience, and active listening are key. You'll be the first voice our customers hear and the person who makes their experience seamless.

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