Customer Happiness Agent

Customer Happiness - Remote

FishingBooker helps more and more people every year to catch that bucket list fish! That’s why we’re now fishing for talented and enthusiastic people to join us as Customer Happiness Agents.

Customer Happiness Agents are the face of our organization for our captains and customers. We want their FishingBooker support experience to set new standards, just like FishingBooker’s platform does. Our team cares for customers by solving problems, scaling solutions, and sharing user feedback with internal teams to influence product development. A FishingBooker Customer Happiness Agent is a crucial part of our core business and we want you to be a part of it!

About the job

The Customer Happiness team is one of our biggest teams in the company. There are currently thirteen people in the team including two supervisors, a team lead, and a Quality Assurance Specialist who provide essential support to our customers and captains worldwide. Mina, Aleksandar, Petar and Lena are dedicated to helping the team with their training, personal and professional growth, and career paths.

The Customer Happiness team has three main streams - captain support, customer support, and managing bookings. This will be your main focus during our busy season (May-August) however, in addition to the main responsibilities, during our off-season, there is a lot of space for you to work on or suggest other projects. You can pitch an idea and collaborate with Product and Engineering to improve our platform or work on a personal project related to your career development.

In a broad sense, Customer Happiness Agents are responsible for the following:

  • Being the first point of contact for our customers and captains, engaging with them via phone and email.

  • Guiding customers to help them find and book the perfect fishing trip.

  • Guiding captains through the platform and assisting them with any questions.

  • Jumping into customer/captain interactions to make sure things are running smoothly: modifying reservations, handling special requests, and various situations.

  • Being accountable for achieving maximum customer satisfaction as measured by CSAT.

  • Actively participating in various projects within the department, as well as with other teams.

This is a versatile role and our team consists of smart and dedicated people from various backgrounds.

 

Shifts

Since our main market is the US, afternoon shifts are the most common in this position from 3 pm - 11 pm. However, shifts can also include: 12 pm - 8 pm; 6 pm - 2 am; 11 pm - 5 am.

You will work five days per week and have two days off. We try hard to ensure you have consecutive days off. Usually, we schedule agents to work the same shift throughout the week. Most often you will not work the night shift more than one week a month. 

Every month’s schedule is published two weeks before the start of the month, so you can make your plans well ahead of time. We do whatever we can to ensure that free weekends and night shifts are fairly spread across the team.

Training and onboarding

We won’t throw you in the deep end as soon as you arrive. Before you need to take any calls you will have two weeks of thorough training and a week of shadowing to ensure you have the best possible base to start with. You will learn all about the company and our business model in addition to your role-specific training. Once you start picking up those calls, we’ll make sure senior colleagues are there to help you every step of the way. We also have refreshment workshops to ensure your skills and knowledge are always sharp. Previous fishing knowledge is not required, but with the training and onboarding provided, you will become an expert in no time.

About you

You might have a college degree, you might not. You may be experienced in customer support or a complete newbie. What we really care about is the skills you have and how motivated you are to grow. Due to the nature of work, you must have near-native English speaking, listening, and writing skills. You should be enthusiastic, an excellent communicator, and a highly motivated problem solver who is passionate about creating an innovative customer experience and building strong relationships with our captains. We want people who are keen to learn and grow and can see their careers progressing within our team and company.

We’re looking for people who care about teamwork, openness, and transparency because that’s what we’re all about. We value your opinion and ideas but also want people who understand the importance of others being heard. We challenge each other, but all remember that we’re here for the same purpose: to do good work together. That means you’re okay with direct feedback, openness to each others’ experience, and willingness to support each other as well as for the work at hand.

Benefits

We hire Customer Happiness Agents as full-time employees with a full-time contract (ugovor o radu). We offer a competitive salary regardless of the fact that prior experience is not necessary.

We are focused on personal and professional development and you will have the opportunity to progress in your role based on the team’s career path. This means that you can grow your salary and position in a structured way. Ultimately, your career path is connected to your proactiveness and how you decide to take charge of your career by excelling and learning new skills. We have performance assessments every April and October where you receive detailed feedback on your progress so far and the skills and knowledge necessary for you to develop further. 

We are a remote-friendly company which means that once you’re fully onboarded, you will have the flexibility of working from either your home, the office, or mix it up however you wish. We do ask that our candidates are able to attend the final round of interviews and be onboarded initially in our office located in New Belgrade. We also provide 23 days of paid vacation for when you need a break. 

You will get started with the top-notch Apple equipment and company-sponsored private health insurance (after three months).

Still not convinced we are everything but an ordinary call center? Check out this article to see how a 'typical' day in the Customer Happiness team looks like.

About the interview process

In case you are wondering what to expect from the interview process we have created this infographic and detailed interview guide to help you prepare.

How to apply

If you think you have what it takes to become a FishingBooker Customer Happiness Agent - apply now by submitting your CV and your motivational letter below. We look forward to having you onboard!

 

 

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