CX Specialist (Dubai)
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Key skills for this role
About the Role
Fresha is seeking a B2B Software Support Specialist (CX Specialist) to resolve support tickets, communicate with partners via multiple channels, and proactively identify issues. The role requires a technical mindset, problem-solving skills, and a passion for delighting partners.
Key Skills for This Role
Responsibilities
- Resolve support tickets and partner contacts from various channels using Hubspot
- Identify root cause of issues and proactively flag recurring issues, bugs and contact trends
- Take a consultative approach to supporting partners to drive partner retention
- Find creative solutions to partner problems and identify opportunities to improve partner experience
- Proactively test and investigate problems in the software
- Reproduce issues and test solutions in own test account
- Maintain own test account and ensure features are up to date
- Be a high performer, exceeding expectations in product knowledge and KPI achievement
- Adhere to Service Level Agreement (SLA) and prioritise timely resolution
- Support CX colleagues to achieve targets
Requirements
- Curious problem solver with ability to find root causes and creative solutions
- Passionate about delighting partners and their clients
- Deliver high quality written responses in English
- Technical mindset, comfortable using, navigating and explaining how to use multifaceted software
- Ability to work at pace and continually learn
- Comfortable dealing with ambiguity and learning through testing
- Enthusiasm, positivity and a can do attitude
- Comfortable taking feedback on board
Full Job Posting
About Fresha
- Fresha is the AI powered operating system for the global beauty, wellness and self care industry.
- Trusted by millions of consumers and businesses worldwide, used by 140,000+ businesses and 450,000+ stylists and professionals.
- Headquartered in London, with 15 global offices across North America, EMEA and APAC.
Role Overview
- We are looking for an exceptional B2B Software Support Specialist to join our global SaaS business.
- You will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS.
Delight our partners and their clients
- Resolve support tickets and partner contacts from various channels using Hubspot.
- Identify root cause of issues and proactively flag recurring issues, bugs and contact trends.
- Take a consultative approach to supporting partners to drive partner retention.
- Find creative solutions to partner problems and identify opportunities to improve partner experience.
- Be a proactive problem solver, going the extra mile to delight our partners.
Testing and investigating
- Proactively test and investigate problems that our partners raise in our software.
- Reproduce issues and test solutions in your own test account.
- Maintain your own test account and make sure all features are up to date.
High Performance
- Be a high performer, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha.
- Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets.
- Take responsibility for your own performance and development.
- Support your CX colleagues to achieve their targets.
- Constantly strive to raise the standards across the team.
How To Be Successful At Fresha
- Curious problem solver, you want to get to the root cause of problems and find creative solutions.
- Passionate about delighting our partners and their clients.
- Deliver high quality written responses in English.
- Technical mindset, comfortable using, navigating and explaining how to use our software.
- Ability to work at pace, continually learning.
- Comfortable dealing with ambiguity and learning through testing.
- Enthusiasm, positivity and a can do attitude.
- Comfortable taking feedback on board.
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