FishingBooker continues to grow! We're looking for Customer Happiness Agents to join our team in order to provide support to our captains and customers.
The pandemic may have slowed us down a little but, we have more users, more captains and more trips that are being booked each day. Our high season is coming and in order to support this continued 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 twelve people in the team including one supervisor (Aleksandar) a team lead (Petar) and a Quality Assurance Specialist (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. 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.
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:
12 pm - 8 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.
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.
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.
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.
We hire 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.
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. In addition, we have performance assesments every April and October where you receive detailed feedback on your progress so far and the skills and knowledge necessary for you to develop further.
We are a remote-friendly company which means that once you’re fully onboarded, you will have the flexibility in working from home and the office. We do ask that our candidates are able to attend the final round of interviews and be onboarded initially in our office located in New Belgrade. We also provide 20 days of paid vacation for when you need a break.
You will get started with the best Apple equipment and company-sponsored private health insurance.
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!