Customer Support Advisor (Remote in Ireland)

at  Otonomee

ABOUT US

Otonomee is a purpose built, fully remote BPO. Otonomee was founded in 2020, headquarted in Ireland, to provide a different offering in the BPO industry. Otonomee provides global premium customer support to innovative Brands in Healthtech, Fintech, E Commerce, SaaS & Facilities Management.
Otonomee’s Founders and Senior Leadership Team had experienced firsthand the challenges in the traditional BPO industry. The pandemic (i.e. the adoption of remote work as viable working model) created an opportunity to build a new, vibrant business that solved those challenges for team members and for clients.
By leveraging Otonomee’s remote working model, we provide premium Customer Experience with a high quality, flexible and entrepreneurial approach. Our Clients’ share our commitment to great Customer Service by promoting a positive employee experience and sustainable & equitable future.
Otonomee is a purpose driven company and a Certified BCorp since 2023. This means that we are one of 9,000 companies globally verified to meet high standards of social and environmental performance, transparency, and accountability.
We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

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

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.

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