VACANCY

Customer Support Representative

7 January 2019

Location: Ghent (Belgium) or globally (possibility of a remote work)
Type of employment: Full-time
Industry: SaaS, Multimedia
Function: Customer Support Representative

Moovly is a cloud-based digital media and content creation platform with the mission to enable everyone to create engaging multimedia content by making it affordable, intuitive and simple. Worldwide, millions of people use Moovly, from students to SMEs and corporate enterprises.

To provide customer service and support, we are looking for a customer-oriented, communicative Customer Support Representative.

Job Overview:

The Customer Support Representative will work directly with our online users. He/she will respond to incoming user questions, comments, and concerns and will offer solutions to any problems. He/she will provide support on live chat messages, emails, and social media messages.

This role requires outstanding communication skills, empathy, and quick thinking. In Customer Support, it’s imperative that you are able to think on your feet, provide quick responses and effective solutions.

Due to an international user base, the Customer Support Representative will need to work in a rotating work schedule to optimally cover the EMEA and Americas time zones.

The Customer Support Representative will be a part of the Sales & Marketing team. He/she will report directly to the Customer Success Manager and indirectly to the Head of Marketing.

Responsibilities:

  • Manage incoming messages, provide excellent customer service, as well as handle support inquiries.
  • Keep track of customer expectations and recurring issues.
  • Detect and test (technical) bugs with the online platform.
  • Know when and how to escalate and report technical bugs to the Development team and management, keep track of them, prioritize and keep customers informed.
  • Build sustainable relationships and trust with online users through an open, interactive and proactive communication.
  • Manage payment disputes and other administrative tasks related to the user.
  • Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
  • Adopt a ‘spirit-to-serve’ and go the extra mile to engage customers.

Qualifications: 

  • Strong written and spoken contact handling skills and active listening in English
  • Highly customer oriented and empathic
  • Proactive, commercial approach
  • Ability to multitask, prioritize, and manage time effectively
  • Flexibility in working hours
  • Reliable, self-sufficient, disciplined
  • Great adaptability due to a rapidly changing startup environment
  • Tech-savvy with an interest in learning more about IT-related matter
  • Great sense of humor!

Plus Factors:

  • Technical or software skills
  • Multi-lingual (written and spoken)

What Moovly has to offer:

  • Moovly is a young, growing team of progressive, lively and ambitious people who strive together to fulfill the company’s vision of becoming the number one multimedia content creation platform.
  • We offer a challenging and interesting job in a startup environment.
  • Fun @ work! We create a pleasant working environment and inspire our team members to live up to their potential.
  • Aside from an up-to-date salary, we offer a flexible working schedule.

That’s us  

Send your CV and application to:

Chana Van Ryzeghem, Customer Success Manager @ Moovly → chana.vanryzeghem@moovly.com

 

For any questions you may have concerning business partnerships, pricing, co-creation campaigns, investment opportunities or other matters, don’t hesitate to contact us.

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