Customer Happiness Agent

Customer Happiness - Belgrade, Serbia
This position is no longer available.

FishingBooker is continuing to grow and we’re looking for more Customer Happiness Agents to join our team and provide support to our captains and customers.

You have probably seen our job ads for this position before, so why are we hiring again? It’s simple, FishingBooker is constantly growing - more users, more captains, more trips are being booked. In order to support this growth, we need talented and enthusiastic people to join our Customer Happiness team as Customer Happiness Agents.

Customer Happiness Agents are the face of our organization to most of our captains and customers, and we want their FishingBooker support experience to set new standards, just like FishingBooker’s platform does. Our team cares for customers by solving problems, scaling solutions and sharing user feedback with internal teams to influence product development. A FishingBooker Customer Happiness Agent is a crucial part of our core business and we want you to be a part of it!

 

About the job

The Customer Happiness team is one of our biggest teams in the company, there are currently eleven people in the team including two supervisors (Petar and Aleksandar) and a team lead (Lena) who provide essential support to our customers and captains worldwide. Petar, Aleksandar and Lena are dedicated to helping the team with their training, personal and professional growth and their career paths.

The Customer Happiness team has three main streams - captain support, customer support and managing bookings. Depending on your skills and preferences, you will most likely develop into one of the three directions. This will be your main focus during our busy season (May-August) however, in addition to the main responsibilities, during our off-season, there is a lot of space for you to work on or suggest other projects. You can pitch an idea and collaborate with Product and Engineering to improve our platform or work on a personal project related to your career development.

In a broad sense, Customer Happiness Agents are responsible for the following:

  • You will be the first point of contact for our customers and captains, engage with them via phone, email and chat.
  • Guiding customers to help them find and book the perfect fishing trip.
  • Guiding captains through the platform and assisting them with any questions.
  • Jumping into customer/captain interactions to make sure things are running smoothly: modifying reservations, handling special requests and various situations.
  • Being accountable for achieving maximum customer satisfaction as measured by CSAT.
  • Actively participating in various projects within the department, as well as with other teams.

This is a versatile role and our team consists of smart and dedicated people from various backgrounds, many of whom have progressed to other teams in different positions and even advancing within the team itself. Your career path is connected to your proactiveness and how you decide to take charge of your career by excelling and learning new skills.

Shifts

Since our main market is the US, evening shifts are the most common in this position (3 pm - 11 pm), however, they can also include:

  • 8 am - 4 pm
  • 10 am - 6 pm
  • 1 pm - 9 pm
  • 6 pm - 2 am
  • 11 pm - 5 am

You will work five days per week and have two days off. We try really hard to ensure you have consecutive days off. The whole team is involved in creating the schedule and the only thing we expect is mutual flexibility. We do whatever we can to ensure you have a fair number of weekends off and night shifts. We all work in our newly-renovated New Belgrade office unless of course you’re scheduled for the really late/early shift, in which case you can work these from home.

Training and onboarding

We won’t throw you in the deep end as soon as you arrive. Before you need to take any calls you will have two weeks of thorough training and a week of shadowing to ensure you have the best possible base to start with. You will learn all about the company and business model in addition to your role-specific training. We also have refreshment workshops to ensure your skills and knowledge are always sharp. Previous fishing knowledge is not required, but with the training and onboarding provided, you will become an expert in no time.

About you

You might have a college degree, you might not. You may be experienced in customer support or a complete newbie. What we really care about is the skills you have and how motivated you are to grow. Due to the nature of work, you must have near-native English speaking, listening and writing skills. You should be enthusiastic, an excellent communicator, and a highly motivated problem solver who is passionate about creating an innovative customer experience and building strong relationships with our captains. We want people who are keen to learn and grow and can see their careers progressing within our team and company.

This means, if you do choose to join us, we expect you to remain within the team for one year, prior to exploring other options within or outside the team. We believe this is the right amount of time for you to become an exceptional Customer Happiness Agent, learn everything you can, support your team, get to know our business and develop yourself.

We’re looking for people who care about teamwork, openness, and transparency because that’s what we’re all about. We value your opinion and ideas but also want people who understand the importance of others being heard. We challenge each other, but all remember that we’re here for the same purpose: to do good work together. That means you’re okay with direct feedback, openness to each others’ experience, and willingness to support each other as well as for the work at hand.

Benefits

FishingBooker hires Customer Happiness Agents as full-time employees with a full-time contract (ugovor o radu). We offer a competitive salary regardless of the fact that prior experience is not necessary. As a Customer Happiness Agent, you will have access to bonuses after three months and, depending on performance, engagement and overall strength of your communication, the potential for a salary increase every April and October during reviews.

We care about your work-life balance so we allow you to work from home on certain occasions and provide 20 days’ paid vacation. FishingBooker provides all the training and support you need to become an expert - soft skills, sales skills and much more. We provide company-sponsored books, training, and courses - never stop learning and improving yourself.

We also think it’s important that you get to experience the work you’re actually doing so, FishingBooker will treat you to an annual company-wide fishing trip. You will have a team of supportive, caring and friendly colleagues with whom you’ll be able to also enjoy a team-building activity. Other cool things you will get is the best Apple equipment, 50% of your food costs covered and company-sponsored private health insurance after 3 months.

How to apply

If you found yourself in this ad and want to join our team, hit the apply button below and send us your CV and motivational letter. We look forward to having you onboard!