Head of Customer Success leading customer onboarding and retention at Fairing, a marketing attribution platform. Defining modern customer success functions leveraging AI and analytics.
About the role
- Customer Success Agent managing inquiries and resolutions for Click&Boat's customers. Working in a dynamic team to ensure service quality and effective communication.
Responsibilities
- You will join Click&Boat’s Customer Care Team, a small and dynamic group dedicated to ensuring smooth communication and problem resolution between boat owners and renters.
- Your main focus will be to manage daily customer inquiries and tickets, handling service issues, complaints, and claims between boat owners and renters.
- You will report directly to the Team Lead while also working closely with the Head of Customer Care to coordinate trainings, support seasonal agents, and contribute to process improvements that help maintain a consistent level of service quality.
- Manage incoming inquiries from boat owners and renters via tickets and phone calls.
- Provide accurate and timely responses, ensuring issues are properly documented and resolved.
- Act as an escalation point for complex or urgent cases, managing communication via email (80%) and phone (20%).
- Mediate disputes between boat owners and renters, investigating claims and negotiating fair solutions in line with Click&Boat’s terms and conditions.
- Manage critical cases such as last-minute cancellations, service complaints, or boat damage, ensuring efficient resolution and clear communication between all parties.
Requirements
- Language Skills: Native in French and fluent in English.
- Customer Experience: 1+ years of previous experience in customer-facing roles is required, handling legal complaints and complex users conflicts.
- Solution-Oriented: Comfortable handling challenging situations and finding creative resolutions.
- Time Management Skills: Demonstrated ability to prioritize tasks effectively, meet deadlines, and handle multiple responsibilities in a fast-paced environment.
- Organized and Flexible: Thrives in a dynamic environment, especially during high-season periods with weekend shifts.
- Process-oriented and methodical: enjoys following structured workflows and continuously improving efficiency in daily operations.
- Queue management mindset: takes satisfaction in maintaining a clean, organized ticket queue and ensuring no requests remain unresolved.
- Passion for Boating: An interest in boating or a connection to our industry is a bonus!
Benefits
- Extra Perks: training opportunities, lunch vouchers, gym memberships, team events, and more!
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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