About this role
About The Role We are looking for a Customer Support Advisor to join the team in Romania <br>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. <br> <br>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 many opportunities for growth within this role and the opportunity to support global customers. <br> <br>Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time. <br> WHAT YOU'LL BE DOING <br> <br>Customer Support: <br> <br><ul><li><span><span>Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision. </span></span></li><li><span><span>Provide attentive responses to customers that incorporate a thorough understanding of</span><span>their</span><span>concern</span><span>s and offer step-by-step guidance and solutions to satisfy questions or remedy issues </span></span></li></ul> <br>Customer Interaction: <br> <br><ul><li><span><span>Deliver premium customer service through chat,</span><span>email</span><span>and phone channels. </span></span></li><li><span><span>Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. </span></span></li></ul> <br>Proactive Problem-Solving: <br> <br><ul><li><span><span>Anticipate and address potential issues, preventing disruptions before they</span><span>impact</span><span>the customer experience. </span></span></li><li><span><span>Collaborate with other teams to</span><span>identify</span><span>recurring problems and contribute to continuous improvement initiatives.</span></span></li></ul> <br>Product Knowledge: <br> <br><ul><li><span><span>Maintain up-to-date knowledge of our clients’ products and services to effectively</span><span>assist</span><span>customers. </span></span></li><li><span><span>Contribute to the creation and updating of knowledge base articles for internal and customer reference. </span></span></li></ul>Empathy and Communication: <br> <br><ul><li><span><span>Demonstrate empathy and active listening skills during customer interactions. </span></span></li><li><span><span>Communicate complex concepts in a clear and understandable manner. </span></span></li></ul>Quality Assurance: <br> <br><ul><li><span><span>Adhere to</span><span>established</span><span>quality standards in all customer interactions. </span></span></li><li><span><span>Participate in regular training sessions to stay abreast of industry developments and enhance skill sets. </span></span></li></ul> <br>The recruitment process <br> <br><ol><li><span><span>30 min Teams interview with the Recruitment Team</span></span></li><li><span><span>Language test if applicable to the role</span></span></li><li><span><span>45 min Teams interview with the Hiring Team</span></span></li></ol><br><br> Your profile <p><br></p><ul><li><span><span>Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels </span></span></li><li><span><span>Experience in supporting and troubleshooting tier 1 technical queries</span></span></li><li><span><span>Have a growth, curious mindset, and ability to adapt to changing policies and guidelines. </span></span></li><li><span><span>Ability to work independently and collaboratively in a fast-paced environment. </span></span></li><li><span><span>Proficient in troubleshooting orders, shipping, connectivity, and operational issues. </span></span></li><li><span><span>Excellent English written and verbal communication skills to C2 level </span></span></li><li><span><span>Experience in supporting US and or/UK customers and advantage </span></span></li><li><span><span>Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. </span></span></li><li><span><span>Demonstrate ability to handle challenging customer interactions with professionalism.</span></span></li></ul> Why us? <ul><li><span><span>Fully Remote work based in Romania (</span><span>home office)</span></span></li><li><span><span>Compensation 4.600 Ron Net + Meal tickets</span></span></li><li><span><span>An Oura Ring work tool designed to help you deliver exceptional customer service</span></span></li><li><span><span>A Permanent Employment Contract </span></span></li><li><span><span>Equipment provided</span><span>(Laptop, monitors, peripherals)</span></span></li><li><span><span>One-off Home Office Setup Contribution (500 Ron)</span></span></li><li><span><span>Continuous support <span>through out </span> the </span><span>training </span><span>period</span></span></li><li><span><span>The opportunity for professional growth. </span></span></li><li><span><span>Fun company events and team outings. </span></span></li><li><span><span>Autonomy and Responsibility</span></span> </li></ul>