Customer Experience Representative

**About You**

You are someone who is not afraid of a challenge. Our teams have a work hard play hard attitude, which is reflected in our company culture, people and success. An ability to work collaboratively with the wider business is essential. We will provide you with all of the support required, we are just looking for your hard working and innovative attitude.

**About the Role**

We are looking for a Columbia based Customer Experience Representative to join our Customer Experience team. You will work with our Customer Experience Manager as the first line of contact with our clients in the US and globally.

This role is a great opportunity to develop a range of skills and you’ll be able to get stuck in from day one dealing directly with clients to answer questions about the product, sign-post to content and resolve technical issues with our Production Support team.

**About Wazoku**

Will you help to provide clean water to schools in Mexico? To find a better solution to protect astronauts? To invent the next multi-billion market breakthrough? At Wazoku, that’s exactly what we achieve as we; change the world, one idea at a time.

We do this through our enterprise innovation platform that help organisations to find that one person who has that one idea wherever they are to solve their smallest to biggest problems to generate solutions that truly change the world. We work with Global 2000 organisations from the likes of NASA to Nissan and GSK, helping them discover new products and services, continuous improvements, but also ways to sustain our planet.

We are a B-Corp, Carbon Negative, for-purpose organisation with recent funding from Octopus Ventures and we are growing.

Wouldn’t you want to be part of this? To be involved in a new breakthrough idea that helped change the world into a better place? If so - we would love to hear from you

**Responsibilities**
- Triage, manage and resolve user questions, requests and issues.
- Clearly communicate with our customers.
- Problem solve and ensure all options are considered for the best outcome possible.
- Identify issues that require technical intervention and prioritise accordingly for escalation to the Product Support team.
- Ensure as much information is obtained from the customer as possible to support diagnosis of issues and create clear and concise Jira tickets with visible priority level.
- Ensure understanding of current account and commercial priorities and upcoming work that requires support to feed into triage process.
- Report back to account teams on progress with specific client issues and flag any causes for concern.

**Requirements**:

- Excellent written and spoken English
- Personable and client-centric approach
- Can understand technical requirements - or have a willingness to learn and understand technical aspects of software products
- Ability to communicate with clients and work as part of our internal team
- Positive can-do attitude with the ability to think through problems and arrive at pragmatic solutions
- Attention to detail and independent thinker
- Basic knowledge of different hardware, software and browsers including Windows and Mac operating systems, Edge, Chrome and Safari browsers, iOS and Android phones
- Comfortable in a fast paced and changing environment
- Previous experience in tech sector is desirable but not essential
- Previous experience of working in a customer service role ideally in a B2B environment

**Nice to have**
- Background in working in the Tech or innovation sector
- Experience working in a B2B environment

**What we offer**

Although we work hard, we also recognise the importance of maintaining a proper integration of work/life priorities and providing a culture that encourages creativity and productivity. Our benefits include:

- $20+ USD contractual homeworking internet benefit
- Flexible Holiday that recognises employees are best able to determine when and how often they need to take time off to recharge their batteries, while still meeting their performance objectives
- Birthday day off
- Access to English lessons tailored to your needs
- Thanks Ben benefits, including $40 per month to spend on personal well-being.
- Excellent maternity and adoption policy - 18 weeks full pay and then a further 8 weeks at half pay if you wish to take it.
- Excellent Paternity pay - 4 weeks to be taken the year of the birth of the child, 4 weeks to be taken in the second year after the birth of the child.
- Social Events - Including company off-sites and summer parties, charity engagement and more
- December one week shut down over the holiday period
- 10 days paid sick leave.
- Mental Health Services
- Employee Referral Scheme - $1,000 bonus for every person you successfully refer

Salary range $500-$950 USD monthly depending on experience

**What happens next?**

Our interview process is tailored to each role. We will always look to make the adjustments you need to bring your best self to interview.