Community Support Specialist
We are seeking a skilled Community Support Specialist to join our team. As a key member of our operations team, you will play a critical role in providing exceptional support to our community members.
About the Role:
* Assist community members with inquiries and issues in a timely and empathetic manner.
* Become knowledgeable about our products and services to provide accurate and effective support.
* Making informed decisions to resolve complex issues and advocate for the community's needs.
* Demonstrate strong interpersonal skills, verbal and written communication, and empathy in all interactions.
* Investigate and resolve issues reported by community members, including account support and abuse reports.
* Respond to inquiries with high quality, speed, and accuracy, using market-specific knowledge and insights to improve support processes.
* Analyze data to identify trends and patterns, and suggest solutions to enhance the user experience.
* Monitor reports of abuse and enforce our terms of use, reviewing content within agreed turnaround times and standards of quality.
* Identify inefficiencies in workflows and propose solutions to improve operational efficiency.
About You:
* You have strong personal resilience and can operate in a fast-paced environment.
* You possess high adaptability and a positive approach to challenges.
* You are able to make decisions and solve problems effectively.
* You excel at time management and prioritization, consistently hitting KPIs on time.
* You work well as part of a team and are committed to delivering high-quality results.
Essential Competencies:
* You are fluent in English and have cultural understanding of the market.
* You have experience working in an office environment, or similar setting.
* You are extremely reliable, consistent, and hard-working.
* You are passionate about ensuring a positive and safe user experience.
* You are flexible and able to work in a fast-paced environment with multiple projects.
* You are able to learn new information quickly and adapt to changing circumstances.
Benefits:
* We offer comprehensive healthcare coverage.
* Extensive training and development opportunities.
* Free access to a group scheme website.
* 24-hour employee assistance program.
* Wellness program.
* Tax saver scheme.
* Bike to work scheme.