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Junior Customer Support Representative

Critizr

Critizr

Customer Service
Paris, France
Posted on Thursday, June 29, 2023

Goodays (formerly Critizr) is Europe's leading Customer Interaction Management Platform. Founded in 2012, our vision is to make commerce better for everyone - for merchants and customers. We tackle one human interaction at a time, at scale, without losing that welcomed personal touch.

Our mission is to provide our clients with a Customer Interaction Management platform that makes it easier to have conversations at scale. We ensure that you can spark real connections and engage in better, deeper and more frequent interactions with everyone while keeping things simple so that you can focus on actioning the metrics that truly matter.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, New Look, Monoprix, Domino's and Jules. We are present in more than 70,000 business locations and give local frontline, CX and insights professionals the tools they need to thrive in their roles and deliver instant results for insights and CX teams.

Client Success is at the heart of everything we do!

Our team of Engagement Managers, Adoption Digital consultants, Retail experts, Support Agents and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.

We are looking for a Junior Customer Support Representative to join our great CS team.
The Customer Support Representative is

  • The first point of contact for our end-users; the front-line staff in business locations (in shops, agencies, restaurants depending on their industry)

  • In relation with headquarter users ( marketing, IT, customer experience..) in collaboration with the Customer Success Manager dealing with this specific Customer.

In general, you will be supporting their setup (configuration), issues (incidents) or concerns (questions) with Goodays SaaS platform.

Customer satisfaction is our motto! As the first person in contact with our end-users, you interact with customers on a variety of channels such as phone, support tickets and email, and ensure that customers get the right level of engagement and answers in a timely and professional manner.

In this role, you will:

  • Take ownership of customer requests - you are customer-obsessed so you provide customers the best possible experience. You are the first and single point of contact for all enquiries related to the support, troubleshooting procedure, resolution time , updates on the progress made and customer communication.

  • Escalate unresolved issues to the appropriate internal teams - when issues are highly technical or beyond the scope of what you can handle on the spot, you need to make sure that the problem is being communicated to the right internal team(s) and that they take appropriate action to resolve it. You will ensure a close follow up on this escalation.

  • Collect prompt and accurate feedback from customers - beyond resolving a customer issue you need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.

  • Join Customer Success Manager when required for a support follow up with their customers to ensure we keep a foot on the field and provide better visibility.

  • Help our customers to better use our solution via document knowledge in the form of FAQ, solution articles and best practices - every solution to a customer problem provides valuable learning experiences both for us and for our customers. You should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future. As well as animate webinar sessions to share best practices with our users.

  • Optimize our existing processes, enrich our best practices to strengthen Goodays’s presence at the Local level

Desired Education & Experience

  • A first experience in a similar role: customer care, customer service, customer support agent,...

  • Good understanding or experience in the Tech, Saas and Retail sector a real plus

  • Experience with help desk software (Hubspot, Salesforce, HelpScout, Zendesk, Freshdesk,...) and computer skills

  • Active listening and communication skills, natural at problem-solving

  • Comfortable to interact directly with customers on a daily basis

  • Fluent English/French both written/spoken, 3rd european language a plus (Dutch/German/Italian)

Other requirements

  • Naturally customer obsessed, you aim to provide first class support

  • Organized & methodical, able to handle multiple projects & customers’ requests simultaneously

  • Creative, curious & innovative, able to maintain, enhance and develop our training and support capabilities & assets

  • Autonomous, proactive, willing to make an impact on the team and our customers

Reporting Line

Reporting directly to the Head of Customer Support and Training, you will also work directly with the Client Success Managers, Professional Services and Product team to provide end-to-end support to our customers’ teams at points of sale. He/She ensures that the solution provides maximum value to the customer's local users, provides follow-ups and support and ensures that they become self-sufficient in its day-to-day use.

What Goodays offers you

  • A front-row seat with a company that is changing the way multiple industries do business, thanks to a best-in-class product and exponential growth

  • A great and diverse team of professionals who are talented, fun, supportive, open, communicative and who you can learn from and share with

  • Fun and challenging working environment with significant opportunities for career growth and development (Did you know we’re ranked in top 100 of EU tech start-ups?)

  • An international environment

  • Attractive salary package including excellent pension, health insurance and life insurance

  • Open and inclusive working environment including flexible hours and parent-friendly options