Senior Customer Service Representative

We are seeking an experienced and customer-focused Senior Customer Service Representative to join our team in Veliko Tarnovo. This role is vital in delivering exceptional support and ensuring a seamless experience for our clients, as well as for our service providers.

Your responsibilities and duties will include:

• Provide outstanding support: consistently deliver exceptional, courteous, and professional customer service in English, addressing client inquiries and concerns with efficiency, precision, and a proactive approach;
• Handle Communication: Act as a vital link between domestic clients and service providers, ensuring seamless resolution of issues, including rescheduling services, modifying service structures or pricing, and effectively managing complaints to maintain high satisfaction levels;
• Problem Resolution: Address both straightforward and complex customer challenges with a strategic mindset, leveraging critical thinking to ensure resolutions align with a 5-star service standard;
• Customer Satisfaction: Exhibit a strong commitment to customer service excellence by taking full ownership of interactions, anticipating client needs, and delivering innovative solutions that enhance satisfaction;
• Manage Inquiries: Respond promptly and accurately to all customer and partner queries related to our services across multiple communication channels, including phone, email, and WhatsApp, ensuring every interaction reflects our high standards of service;
• Adherence to Metrics: Consistently achieve and surpass established benchmarks for response times, quality, and overall customer satisfaction, reinforcing our dedication to delivering unparalleled service experiences.

What you need to join our team:

• Proven experience in a similar customer service role or in the hospitality industry;
• Exceptional communication skills in English, both written and verbal;
• Strong problem-solving abilities and a proactive mindset;
• Proficiency in using user-friendly software to manage cases efficiently;
• A supportive attitude and dedication to providing excellent customer experiences