Customer Support Relations Agent

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
• 280 destinations with a goal to reach 350 by 2024
• 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 travelers 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 traveling 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.

About the role

As the Customer Support Relations Agent, you'll assist the Complaint Officer in delivering excellent customer experiences for complaints and negative social media posts. This involves investigating, recommending actions, and responding promptly, upholding top-tier service standards.

Operating as the second-highest tier of complaint handling, the Customer Relations Associate will enhance current systems for better efficiency and service. They'll identify complaint-related risks, propose product improvements, and collaborate within their team and other departments for complaint reduction.

Responsibilities

• Assist the Complaint Officer with any current or future task, duties and projects in regards to complaint data, complaint handling improvements and overall reduction of internal or external complaints.
• Monitors and maintains current and future data in regards to overall complaints numbers and social media negative reviews.
• Eliminates any intent or threat of a social media negative review by attending immediately to the appeasement of the customers' concerns.
• Replies to emails and chats in regards to complaints and complaint escalations, following requests in a timely manner.
• Replies to all Social Media negative reviews on numerous platforms in regards to complaints whilst actively tracking the outcome.
• Works on tasks and high-level projects in tandem with the Complaint Officer, Customer Support Supervisors, Quality Assurance Officer and Head of Support to better overall experience for complainants and employees.
• Accepts and handles all escalation in regards to social media negative reviews or internal complaints as per current or future policies and processes.
• Presents and maintains monthly data in regards to general complaint number and social media negative review numbers to the Complaint Officer and higher management.

Requirements

• At Least 2-4 yrs customer service / support oriented role experience
• Proficient English level ( native preferred ), written, reading and comprehension
• Knowledge of customer service practices
• Excellent organizational skills and communication
• Self-motivated and hands-on with a true teamwork mentality
• Digital native: fluent in web and digital technologies
• Uncompromising attention to detail
• Ace problem-solving skills
• A friendly and upbeat personality

Benefits

• Flexible work from home policy
• Private Health Insurance Plan
• Vibrant and fresh work environment at the center of Athens
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level.
• 5 work days a week/ 2 days off (rotating shifts)

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!