Customer Support Advisor

About The Role

We are looking for a Customer Support Advisor to join the team in Ireland. This is a permanent work from home position based in Ireland. 

Salary:

The annual gross salary for this role is 30,000 euros.

Schedule

Candidates will need to be available to work Monday to Sunday covering 8 hour shifts between 12 pm to 12 am.

Our Partner:

This is an exciting opportunity for an experienced Customer Support Advisor. This is a permanent work from home position based in Ireland. Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be huge opportunities for growth within this role and the opportunity to support global customers.

What you'll be doing:

Customer Support: 

• Resolve customer issues related to purchase, orders Resolve customer issues related to purchase, orders, shipping, and warranty with precision. 
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues 

Customer Interaction: 

• Deliver premium customer service through both chat, email and phone channels. 
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. 
• Exceptional verbal and written communication skills. Ability to articulate information clearly and concisely. 

Proactive Problem-Solving: 

• Anticipate and address potential issues, preventing disruptions before they impact the customer experience. 
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives. 

Product Knowledge: 

• Maintain up-to-date knowledge of our products and services to effectively assist customers. 
• Contribute to the creation and updating of knowledge base articles for internal and customer reference. 

Empathy and Communication: 

• Demonstrate empathy and active listening skills during customer interactions. 
• Communicate complex concepts in a clear and understandable manner. 

Quality Assurance: 

• Adhere to established quality standards in all customer interactions. 
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets. 

Our recruitment process: 

(3 stages)

• 30 min Teams interview with the Recruitment Team 
• English written Language test
• 45 min Teams interview with the Hiring Team 

Your profile

About you:

• Minimum Qualifications: 
• High school diploma or equivalent 
• Minimum of 1-2 years of proven experience in Customer service, with a focus on live interactions, in both chat and/or phone channels 
• Have a growth, curious mindset and ability to adapt to changing policies and guidelines. 
• Ability to work independently and collaboratively in a fast-paced environment. 
• Proficient in troubleshooting order, shipping, and operational issues. 
• Familiarity with CRM systems and knowledge base tools. 
• Excellent written and verbal communication skills 
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. 
• Demonstrate ability to handle challenging customer interactions with professionalism. 

Preferred Skills: 

• Be the voice of the customer, advocate for an experience aligned with the brand. 
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. 
• Demonstrate ability to handle challenging customer interactions with professionalism. 
• Ability to collaborate with cross-functional teams and contribute to a positive team environment 

Why us?

What you get in return:

• Fully Remote work based in Ireland 
• An Oura Ring to use in your everyday life.
• A competitive salary 
• Internet Allowance
• A Permanent Employment Contract 
• Equipment provided 
• Home office allowance
• A Buddy on joining
• Online Gym and Wellbeing Studio.
• The opportunity for professional growth.
• Fun company events and team outings.
• Autonomy and Responsibility