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Customer care specialist to LoyaltyCo - job post

LoyaltyCo AS
OsloHybrid arbeidsplass
Fast
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Full stillingsbeskrivelse

Would you like to turbo-charge the way businesses engage their customers? Now you have the possibility to join Norwegian and Strawberry, renowned pioneers in the airline and hotel industries, and become part of a brand-new company that will craft the most exceptional loyalty platform in the Nordic region.

Our goal is to seamlessly connect loyalty programs through a shared currency, empowering program members to earn and redeem loyalty points across a wide array of partners, whether it's during their daily routines or globetrotting adventures. Personalized offers and cutting-edge digital services will be at their fingertips, all delivered through a mobile-first customer experience.

This new venture will challenge old rules with new idea and consist of a team that will bring passion and drive to the table. Our dynamic and fast-paced work environment will provide ample opportunities to innovate, cultivate growth, and shape this innovative tech startup to the benefit of our loyalty program partners. At the core of our values is the belief that by bringing passion, pushing forward, and demonstrating expert know-how, we can exceed expectations and shape new and valuable relationships between people and brands.


CUSTOMER CARE SPECIALIST

As we embark on our journey we are looking for a Customer Care Specialist for LoyaltyCo. You will be a vital part of the team dedicated to delivering exceptional customer service to our app users. Reporting to the CMO, you will play a key role in managing the user service function to support user in partnership with Strawberry and Norwegian. Your focus will be on ensuring positive user experiences, resolving inquiries promptly, and maintaining high levels of customer satisfaction. You will work either in Oslo or Stockholm.


Responsibilities:

1. Customer care service function:
  • Manage the user service function to support users with queries thru partners customer services to resolve issues, and feedback related to their use of the platform and currency.
  • Provide personalized assistance to users, ensuring timely resolution of user-related inquiries.

2. Customer Care Operations:
  • Respond to, in certain cases, user inquiries and complaints via in-app chat, ensuring prompt and professional assistance.
  • Collaborate with the customer support team at partners to streamline operations.

3. Issue Resolution:
  • Handle escalated user inquiries and complaints, resolving issues promptly to ensure customer satisfaction.
  • Proactively address common user concerns and prevent recurring issues.

4. Performance Monitoring:
  • Collaborate with the analytics team to monitor key performance metrics such as response times, resolution rates, and customer satisfaction scores for app users and members.
  • Collaborate with the analytics team to analyze data and feedback to identify areas for improvement and implement initiatives to enhance service quality.

5. User Feedback Management:
  • Together with the analytics team gather and analyze user feedback, including user-related feedback, to identify trends and opportunities for enhancement.
  • Advocate for user needs and collaborate with cross-functional teams to drive improvements to the LoyaltyCo App.


Required experience and qualifications:

Preferably, but not required, a bachelor's degree in Business Administration, Marketing, or related field.
  • Minimum of 3 years of experience in customer service or customer care roles, preferably in the technology or app industry.
  • Strong communication and interpersonal skills, with the ability to provide professional and empathetic assistance to users.
  • Analytical mindset with the ability to interpret data and drive insights.
  • Familiarity with customer support software and tools, as well as chat-bot is advantageous.
  • Passion for delivering exceptional customer experiences and a commitment to continuous improvement.


Personal attributes:

  • Solution-oriented, improvement mindset, analytical and structured.
  • Proactive and takes ownership of role and responsibilities.
  • Collaboration skills. Team player, focused on team goals, and sharing best practice.
  • Able to embrace change and to have an improvement mindset.
  • Time management skills; accustomed to meeting deadlines and ability to work under pressure.
  • Self-reliant and self-motivated; ability to work independently and in teams.
  • Serviceoriented.


What will you get from working with us?

  • Varied responsibilities and challenging tasks in a start-up environment
  • Competitive terms of employment and good benefit schemes
  • Collaborative and supportive work environment, where we are all motivated, engaged and committed in driving the company to exceed expectations.


Hiring process:

Ideally, we are looking for someone to join as soon as possible, however, finding the right mix of dedicated employees to the company is at the core of all decisions in the hiring processes.

If you want to apply for this role, please do so by attaching your CV & application, and link to a detailed LinkedIn profile.

We will review applications and call for interviews on a continuous basis.

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