Customer Service and Quality Assurance Officer  

As a Customer Service and Quality Assurance Officer you will have two main areas of responsibility. Firstly, you will be responsible for the delivery of excellent Customer service to all external and internal customers. You will be required to care for our customers to ensure they have an amazing experience with using SpacetoCo.

You will also be responsible for monitoring Host accounts and space listings on SpacetoCo to ensure they meet our established standards. As part of Quality Assurance, you will be required to review spaces and Host accounts and identify areas of improvement. You will also be responsible for reaching out to the user and assisting them with improving their listing but also provide feedback to our team that’ll shape our support resource, training materials and future features.

Your role will also include miscellaneous tasks as needed.

Responsibilities:

In Customer Service, your main responsibilities will include:

• Answering customer questions through a variety of means such as online chats, email, phone calls, support tickets and Slack messages.
• You will be the first point of contact if a customer reaches out and will be required to resolve simple customerissues.
• Where complex issues arise, you will be required to identify and collect information regarding the issue and escalate it within the SpacetoCo team.
• Updating customer records in Hubspot to keep track of the data and identify trends in support queries. Logging tickets and notes against deals, contacts or companies will often be required.
• Assist Casual Hosts with setting up accounts, if needed, and assist with identifying potential Hosts who will benefit from upgrading to a Partner Host status. You will be required to liaise with the Sales team to notify them of potential sales.

In Quality Assurance, you main responsibilities will include:

• Continuously reviewing all space listings and Host accounts to ensure they meet our established standards and meet the needs of Guests looking to book spaces.
• Identify accounts that require improvement and the specific areas that need to be addressed.
• Contact users to propose potential improvements and assist them with implementing these
• Provide feedback to our team on common areas where improvement is required to help shape our support resources, training materials and future product features.

Skills and Qualifications:

For Customer Support:

• Strong English written and verbal communication
• Ability to communicate clearly and concisely and in a friendly manner.
• Conflict management skills. You may be dealing with frustrated or confused customers and you will be required to de-escalate the situation. Part of this skill set is good listening skills and the ability to allow the customer to feel heard and understood.
• High level of patience. At times you may need to explain multiple times or assist the customer for extended periods. Your focus should be on fully supporting the customer and not closing tickets as fast as possible.
• A background in customer service is preferable but not required. We will train and support you to feel confident in this role.
• Ability to prioritize based on need and follow SLA guidelines

For Quality Assurance:

• A keen eye for detail
• Strong English written and verbal communication skills
• Strong computer literacy. This is a fully online role so you would need to be comfortable with working remotely.
• Ability to closely follow specified standards