As part of our Customer Service team you will be responsible for supporting our valuable customers mainly through our live-chat and inbox helping them in setting up and using their eloomi solution. It is a must, that you have excellent English language skills (written and spoken).
Sounds pretty awesome, right? Up for this chance to drive people development and to make a difference for eloomi’s great customers? Then read on!
The top 3 must-have key success drivers
Learn and become conversant in the eloomi product and use cases of our customer base
Have a proactive approach to taking on and following through on customer chats and messages
Have a high working drive, positive mindset and an efficient low-bureaucracy execution of tasks
The top 3 must-have key business drivers
Support new and existing customers through our live-chat and inbox responding to them within defined SLAs
Interact with all customers according to our procedures and guidelines for tone
Actively follow up on customer satisfaction scores and response time stats and feedback
Who are you?
You have a natural customer focused mindset and you are a true problem solver. You are empathetic, caring and a dedicated professional, that goes the extra mile to help our customers in growing their businesses through their eloomi solution by providing them with timely and truly resolution-focused human support. You have a passion for how people and software interact to solve real-life challenges and you leverage the momentum of this interest in combination with your passion for providing the appropriate customer experience to constantly develop yourself in the role.
What is the job about?
Delivering best-in-class customer service to eloomi’s customers using a client-centric approach
Managing and consistently and proactively following up on customer queries
Following our guidelines for operations to secure consistency in our services
Being eloomi’s product first-line functional support specialist
Collaborating daily with your colleagues and manager to further develop internal competences and processes in the team
Helping drive the continued development of our self-service universe, help resources, and automations (bots, etc.)
Developing and maintaining strong relationships with cross-functional internal teams including Product and Marketing and, in particular, eloomi’s technical support function
Actively being engaged in continually improving and streamlining our operational guidelines to ensure we work as smart and efficiently as possible
Supporting the business by providing input for key data points and satisfaction metrics
Helping build social proof by providing input for getting reviews and user stories
Reporting to the Head of Customer Service
Skills and Qualifications in the job
Experience (preferably) or interest in running software support for customers
Preferably experience in using live-chat support systems (Intercom, etc.)
Super calm mind to allow you to always communicate in a way that contributes to the appropriate experience for our customers even in extremely busy situations where you’re juggling multiple tasks simultaneously
Organized and methodical with excellent follow-up procedures to ensure customer expectations and SLAs are met
Excellent communication and customer interaction skills
Comfort working in a fast-paced and -changing environment
Excellent task management and prioritization skills
What do we offer
eloomi has a professional and informal work environment with friendly people and a strong culture, and you will feel welcome in our eloomi family.
We have fun and we get energy from working at eloomi, because together we are strong, and we bring amazing things to life by being innovative together with other smart people and rock stars.
We have flexibility and a playground of empowerment, that makes us create excellent solutions and perform at the highest level at eloomi.
Are you looking for, what we call “the must be there” benefits, then we got it! We have sodas, snacks, music, soccer games, social events, celebrations, Monday morning breakfast to kick off the new week and Friday afternoon pitch to share knowledge and become smarter all ending with wishing each other a great weekend. We are completely transparent, and you get strong insights to the company at all levels.
We have the coolest office right in Telia Parken, the home of the local FC Copenhagen and the Danish national soccer teams. You can work at your desk with a full view of the Danish National Football Stadium "Parken". Look the other way and you are in the nature of “Fælledparken” or walk less than 5 minutes to the Metro or drop your bike right outside the office!
We are ONE eloomi
We are 100% committed to our values and culture. We call it ONE eloomi, which is the ability to make our team culture even stronger, and the initiative to build even more awesomeness into eloomi and around our strong culture and values. ONE eloomi is about further developing our behavior, our processes and our product and services. Obviously, all employees play an important role. Without our employees – no eloomi and we believe everyone are awesome.
We have eloomi core values
Reliable - I stick to what we agree on and follow our guidelines - a deal is a deal
Energizer - I contribute to a fun and positive work environment
Performer - I go out of my way to perform and execute important work with no bureaucracy
Transparent - I communicate honestly, directly and with an open mind
Inspirator - I share knowledge and inspire others to deliver excellence
Team player - I am available for the team and bring out the best in myself and others
We are eloomi and we need smart people and rock stars like you to help us grow our eloomi family. Come do the magic with us and help us do amazing things for our customers. And by the way, our great colleagues in People & Culture work every day for the mission to “be the best workplace you ever worked at”.
We need you now, so if you would like to know more about the position, please contact Head of Recruitment Susie Sandberg on mobile +45 9320 5019.
eloomi is an equal opportunity employer and we welcome all applicants. eloomi supports workforce diversity and all applications will be considered equally and against the role profile regardless of color, race, nationality, ethnic origin, sex, gender, sexual orientation, marital status, disability, parental responsibilities, age, religion, or belief.
Check it out at: https://eloomi.com/about/ or https://eloomi.com/csr/
This job comes with several perks and benefits
Get your caffeine fix to get you started and keep you going.
Easy access and treehugger friendly workplace.
Social gatherings and games; hang out with your colleagues.
Peckish after lunch? We got your back with soft drinks, treats and fruit.
Friday is something special, let's enjoy a beer together.
We want to take you from good to great.