Airtasker is a fast-growing online and mobile marketplace for local services and temporary labour. We are revolutionising the way people and businesses get more done by connecting real-time labour requirements with one of the world's most under-utilised assets - people power. Airtasker has big ambitions and raised $33M worth of funding in 2017 to go international. We launched with immense success in the UK and on the precipice of taking on the world with further global expansion.

A SNAPSHOT OF YOUR ROLE

  • Be an ambassador of Airtasker’s core values as an advocate.

  • Provide top-notch global customer support through fast, efficient, and genuine responses.

  • Collaborate with the immediate team, and other AirSupport teams to ensure overall customer product satisfaction.

  • Triage tickets and understand ownership for each teams and customer journey segments.

  • Own problems. solve the issue from start to finish, but also look at why it happened and how it can be prevented.

  • Analyse complex situations, conflicts between users or high-risk escalations and make decisions.

  • Identify, analyse and make changes for improvements in process, macros, Help Centre & knowledge base articles.

  • Report all the bugs, issues, and assumptions and give feedback on new product launches and experiments.

  • Contribute to team goals and projects.

A BIT ABOUT YOU

  • 4 years’ minimum exposure to the BPO/call center industry

  • Experience in Zendesk or any similar CRM tool

  • Willingness to learn and adapt to new tools or software

  • Strong written and verbal communication skills

  • Ability to empathise and understand customer concerns

  • Strong analytical and problem-solving skillsAbility to identify gaps in process and make recommendations for improvement

  • Strong critical thinking and decision making skills

  • Strong attention to detail

  • Team player; committed to building and contributing to a high-performing team

  • Adaptable to 24/7 shifting schedule.

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