Job Title: Customer Support Officer
Company: Manna Aero
Location: Galway, Connacht, IE
Job Type: Full-time
Seniority: Associate Level
Years of Experience: 4
### Job Description
Manna Aero is seeking a dedicated and energetic Customer Support Officer to join our dynamic team in Galway. As a pioneer in drone delivery solutions, we pride ourselves on exceeding customer expectations and delivering delight. This role offers a unique opportunity for individuals who are passionate about customer service and thrive in a fast-paced environment.
### Key Responsibilities
1. Customer Interaction: Act as the primary point of contact for customer inquiries via phone, email, and live chat. Provide prompt and accurate information to ensure customer satisfaction.
2. Issue Resolution: Address and resolve customer complaints and issues efficiently, while maintaining a high level of professionalism and patience. Use critical thinking skills to troubleshoot problems and provide appropriate solutions.
3. Feedback Collection: Gather customer feedback and insights to help continuously improve product offerings and service delivery. Analyze feedback and work with relevant teams to implement necessary changes.
4. Training and Support: Assist in training new customer support team members by sharing best practices and providing ongoing mentorship to foster a collaborative team environment.
5. Documentation and Reporting: Maintain accurate records of customer interactions, transactions, and unresolved issues. Prepare reports indicating trends, performance metrics, and areas for improvement to management.
6. Product Knowledge: Stay updated on Manna Aero’s products and services to provide accurate information and support to customers. Participate in ongoing training sessions to expand product knowledge.
7. Collaboration: Work closely with other departments such as Operations, Marketing, and Product Development to relay customer feedback and support seamless service delivery.
8. Continuous Improvement: Champion the company's customer experience excellence by proposing enhancements to team processes and systems that will facilitate better customer service outcomes.
### Requirements
1. Experience: Minimum of 4 years in a customer support or related role, preferably in a tech-focused or high-demand service environment.
2. Education: Bachelor’s degree in Business Administration, Communications, or a related field is preferred.
3. Personality Traits:
o Dedicated: A commitment to fostering a positive atmosphere for our customers and teammates alike.
o Energetic: Enthusiastic about engaging with customers and creating delightful experiences.
4. Soft Skills:
o Attention to Detail: Ability to thoroughly assess requests and document interactions accurately to enhance service delivery.
o Critical Thinking: Strong problem-solving abilities, allowing for effective decision-making when addressing customer issues.
5. Technical Skills: Familiarity with customer support software (e.g., Zendesk, Salesforce) and basic understanding of CRM systems.
### Benefits
* Gym Membership: Complimentary access to a local gym to promote a healthy work-life balance.
* Free Food: Enjoy a selection of snacks and beverages to keep your energy levels up during work hours.
* Company Equipment: Provision of essential tools and equipment to facilitate your role effectively.
### Working Environment
At Manna Aero, we foster a collaborative working environment focused on exceeding customer expectations. Our team is committed to delivering delight, emphasizing a culture of continuous improvement and innovative thinking.
Deadline to Apply: October 4, 2024
### Equal Opportunity Statement
Manna Aero is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds and experiences.
How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
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