Customer Support Specialist

Basic Information

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars.
• Expanded from 200 destinations last year to 350, achieving our ambitious 2024 growth target.
• Over 4,000 travel partners including 2,500 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month.
• Over 2.5 million happy travellers every year.

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check our TikTok account.⭐️

The Team

We are a group of vibrant, diverse people who love travelling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

As a Customer Support Specialist you will play a pivotal role in ensuring exceptional experiences for travellers partners drivers by providing personalized support, managing bookings with precision, and addressing enquiries and issues with professionalism and empathy. You will act as the vital link between Welcome and its user personas, monitor service quality, and promote our products and services to enhance customer satisfaction and loyalty. 

Responsibilities

• Personalized Customer Experience: Delivers an exceptional, friendly, and personalized customer service experience to every customer and driver, ensuring their needs and expectations are met with empathy and professionalism.
• Product and Service Promotion: Provides comprehensive information about Welcome’s products and services, tailoring experiences and recommendations based on the specific destinations and needs of the customers.
• Problem Resolution: Offers timely and empathetic support for customer issues, collaborating across teams to find effective solutions quickly, ensuring customer satisfaction and loyalty.
• Communication Management: Efficiently manages both inbound and outbound calls from customers and drivers, ensuring clear, courteous, and effective communication at all times.
• Booking Management: Handles new bookings meticulously, verifying all details are correct and in order for a seamless customer experience.
• Real-Time Booking Monitoring: Monitors new bookings and the assignment of transfers in real-time, ensuring operational efficiency and customer satisfaction.
• Email and Chat Support: Promptly responds to emails and chats, ensuring timely and accurate follow-up on customer requests and inquiries.
• Driver Support Liaison: Acts as a vital contact point between Welcome and its drivers, providing them with constant support and assistance, fostering a positive and collaborative working relationship.
• Service Quality Monitoring: Monitors the performance and quality of services delivered by drivers, ensuring they meet Welcome’s high standards and performance metrics.

Requirements

• Bachelor’s degree on a related field is a plus.
• At least 1 year of customer service experience (experience in the technology industry preferred).
• Previous experience in fast-paced customer support teams.
• Excellent communication and interpersonal skills.
• Excellent written and verbal communication skills in English.
• Creative thinker and independent problem solver.
• Excellent organisational skills.
• Ability to effectively communicate with coworkers, customers/vendors, and management. Present a positive professional image to all levels of the organization, treating all with dignity, respect, and courtesy.
• A friendly and upbeat personality.
• Digital native/tech savvy: fluent in web and digital technologies.

Benefits

• Vibrant and fresh work environment
• Flexible work-from-home policy
• The tools you need to perform your daily tasks successfully
• L&D personal budget
• Private Insurance Plan
• The unique opportunity to join “the next big thing” at ground level