Junior Customer Support Representative

Goodays (formerly Critizr) is Europe's leading Customer Interaction Management Platform. Founded in 2012, our vision is to make commerce better for everyone - for merchants and customers. We tackle one human interaction at a time, at scale, without losing that welcomed personal touch.

Our mission is to provide our clients with a Customer Interaction Management platform that makes it easier to have conversations at scale. We ensure that you can spark real connections and engage in better, deeper and more frequent interactions with everyone while keeping things simple so that you can focus on actioning the metrics that truly matter.

Our technology is used in 25 countries by over 150 of Europe's biggest companies, including Carrefour, New Look, Monoprix, Domino's and Jules. We are present in more than 70,000 business locations and give local frontline, CX and insights professionals the tools they need to thrive in their roles and deliver instant results for insights and CX teams.

Client Success is at the heart of everything we do

Our team of Engagement Managers, Adoption Digital consultants, Retail experts, Support Agents and Customer Success Managers are dedicated to ensuring that our customers have the best possible experience in their journey with Goodays and achieve their business goals.

This journey starts with the Customer Success team working closely with the client to set up, onboard, coach and train on the Goodays solution and along the way, the Customer Success team builds and maintains a long-term trusted relationship to bring the customer CX program to life and get the most out of Goodays solution via best practices, recommendations, benchmarks and coaching.

We are looking for a **Junior Customer Support Representative** to join our great CS team.
The Customer Support Representative is
- The first point of contact for our end-users; the front-line staff in business locations (in shops, agencies, restaurants depending on their industry)
- In relation with headquarter users ( marketing, IT, customer experience..) in collaboration with the Customer Success Manager dealing with this specific Customer.

In general, you will be supporting their setup (configuration), issues (incidents) or concerns (questions) with Goodays SaaS platform.

In this role, you will:

- Take ownership of customer requests - you are customer-obsessed so you provide customers the best possible experience. You are the first and single point of contact for all enquiries related to the support, troubleshooting procedure, resolution time, updates on the progress made and customer communication.
- Escalate unresolved issues to the appropriate internal teams - when issues are highly technical or beyond the scope of what you can handle on the spot, you need to make sure that the problem is being communicated to the right internal team(s) and that they take appropriate action to resolve it. You will ensure a close follow up on this escalation.
- Collect prompt and accurate feedback from customers - beyond resolving a customer issue you need to follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience.
- Join Customer Success Manager when required for a support follow up with their customers to ensure we keep a foot on the field and provide better visibility.
- Help our customers to better use our solution via document knowledge in the form of FAQ, solution articles and best practices - every solution to a customer problem provides valuable learning experiences both for us and for our customers. You should be able to document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future. As well as animate webinar sessions to share best practices with our users.
- Optimize our existing processes, enrich our best practices to strengthen Goodays’s presence at the Local level

**Desired Education & Experience**:

- A first experience in a similar role: customer care, customer service, customer support agent,...
- Good understanding or experience in the Tech, Saas and Retail sector a real plus
- Experience with help desk software (Hubspot, Salesforce, HelpScout, Zendesk, Freshdesk,...) and computer skills
- Active listening and communication skills, natural at problem-solving
- Comfortable to interact directly with customers on a daily basis
- Fluent English/French both written/spoken, 3rd european language a plus (Dutch/German/Italian)

Other requirements
- Naturally customer obsessed, you aim to provide first class support
- Organized & methodical, able to handle multiple projects & customers’ requests simultaneously
- Creative, curious & innovative, able to maintain, enhance and develop our training and support capabilities & assets
- Autonomous, proactive, willing to make an impact on the team and our customers

**Reporting Line**:
Reporting directly to the Head of