Customer Happiness Agent

Customer Support - Remote
This position is no longer available.

Every year, FishingBooker helps more and more people catch that bucket list fish! That’s why we’re now fishing for talented and enthusiastic people to join us as Customer Happiness Agents.

Customer Happiness Agents are the face of our organization for captains and customers. 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 the biggest teams in our company. There are currently 13 people in the team, including three supervisors, a team lead, and a Quality Assurance Specialist, who all provide essential support to customers and captains worldwide. Petar, Aleksandar, Milos, Ana, and Lena are dedicated to helping the team with their training, personal and professional growth, and career paths.

The Customer Happiness team focuses on three main areas – captain support, customer support, and managing bookings. These will be your main focus during our busy season (May-August). In addition to these main responsibilities, there is a lot of space for you to work on or suggest other projects during our off-season. You can pitch an idea and collaborate with Product and Engineering teams 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:

  • Being the first point of contact for customers and captains, engaging with them via phone and email;

  • Guiding customers to help them find and book the perfect fishing trip;

  • Guiding captains through the platform and assisting them with any questions they have;

  • Jumping into customer/captain interactions to make sure things are running smoothly: modifying reservations, handling special requests, and various other 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.

 

 

Shifts

Since our main market is the US, afternoon shifts between 3:00 PM–11:00 PM are the most common in this position. However, as our company offers 24/7 support, shifts can also include: 

  • 7:00 AM - 3:00 PM

  • 12:00 PM - 8:00 PM

  •  6:00 PM - 2:00 AM

  • 11:00 PM - 7:00 AM 

You will work five days per week and have two days off. We try hard to ensure you have consecutive days off. Usually, we schedule agents to work the same shift throughout the week. Most often, you will not work the night shift more than one week per month.  

Monthly schedules are published two weeks before the start of the month, so you can make your plans well ahead of time. We do whatever we can to ensure that free weekends and night shifts are fairly spread across the team.

Training and onboarding

We won’t throw you in the deep end as soon as you arrive. Before you start taking any calls, you’ll have two weeks of thorough training and a week of shadowing to ensure you have the best possible base to start with. You’ll learn all about the company and our business model in addition to receiving role-specific training. Once you start picking up those calls, we’ll make sure senior colleagues are there to help you every step of the way. 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.
  • Speaking Spanish is a plus.
  • 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.
  • You'll be using many different tools, such as Zendesk, Zapier, and even SQL. Knowing these programs is not a prerequisite, as you'll get a chance to learn them all. 
  • 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 provide excellent service for customers and captains. That means you’re okay with direct feedback, are open to others’ experiences, and are willing to support your teammates in order to achieve our shared goals.

Pay and conditions

  • Full-time contract. FishingBooker hires Customer Happiness Agents as full-time employees and offers 23 days of paid vacation. You'll be hired initially on a 3-month contract, with the possibility of extension to an indefinite contract.

  • Pay. We’re proactive about sharing salary information, the starting salary for this role is 700 EUR. This does not include night shifts, which are additionally compensated.

  • Clear career path. We are focused on personal and professional development, and you will have the opportunity to progress in your role based on the team’s career path. This means that you can grow your salary and position in a structured way. Ultimately, your career path is connected to your proactiveness and how you decide to take charge of your career by excelling and learning new skills. You will have performance assessments every April and October, where you’ll receive detailed feedback on your progress so far and the skills and knowledge necessary for you to develop further. 

  • Remote-friendly workspace. Once you’re fully onboarded, you’ll have the flexibility of working from either your home, or the office, or can mix it up however you’d like. As it's necessary to come to the office from time to time, we are looking for candidates based in Serbia.

The final round of interviews and onboarding sessions are held in our office located in New Belgrade. 

  • Private health insurance. You’ll receive company-sponsored private health insurance (after three months).

  • Full onboarding plan. Whether you have experience or not, you will be assigned a mentor as well as a full onboarding plan where you will learn the ins and outs of the business, how we work in the team, and our tools. We also provide company-sponsored books, training, and courses.

  • Company-sponsored fishing trips. It’s important that you get to experience the product FishingBooker sells, so we will treat the whole company to a fishing trip every year. In 2019 we went to Rovinj, Croatia and in 2018 and 2022, we went to Fujairah, UAE. You will have a diverse team of supportive, caring, and friendly colleagues from all over the world with whom you’ll be able to enjoy additional team-building activities over the course of the year. 

  • Apple equipment. Our standard equipment setup typically includes the latest Apple Macbook Air 13’, coupled with one monitor and a mouse/keyboard if you wish. 

  • We also provide support when it comes to getting visas and work permits for foreign employees.

  • The expected start date is January 12.

Still not convinced we are everything but an ordinary call center? Check out this article to see how a 'typical' day in the Customer Happiness team looks like.

How to apply

If you think you have what it takes to become a FishingBooker Customer Happiness Agent, apply now by submitting your CV and your motivational letter below. We can’t wait to have you onboard!

 

This position is no longer available.

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