Back Office Support Specialist

About us

Founded in 2015 in Athens, Greece, Welcome redefines the way people travel by going above and beyond the commoditized transfer service and being the first company to deliver a complete, personalised, in-destination travel experience. From the moment a traveler arrives at a new destination, until their return journey home, Welcome accommodates all their travel needs, including transfers, sightseeing trips, and local information, in the easiest, friendliest, and most personalised way possible. Welcome's drivers are experts in the area and share their local know-how to make travellers feel at home wherever they are. The company has also introduced contactless rides, thorough cleaning protocols, and protective equipment to make every journey safe.

Being a travel tech startup, Welcome continues to grow and scale its operations and is quickly becoming a global category leader for in-destination travel services.

• One of the highest-rated global transportation companies with a rating of 4.9/5 stars
• 194 destinations with a goal to reach 350 by 2024
• Over 2,000 travel partners including 1,000 hotels, numerous vacation rentals, and travel agents, adding 50+ new ones every month
• Over 1.5 Million happy travelers every year

⭐️ If you want to dive deeper into the awesomeness of Welcome's culture, click on this link to check our TikTok account.⭐️

The Team

We are a group of vibrant diverse people who love traveling and never settle on quality. Each one of us didn’t join Welcome by chance and believes deeply in what Welcome is trying to achieve, so we work relentlessly to make that happen. We challenge common logic, focus on design, put simplicity and usability first, and create memorable experiences. We keep learning and exploring better ways to serve our community and grow personally and professionally in our respective fields. We stay humble along the way, with a “pay it forward” mentality, but with big and bold goals.

About the role

The Back Office Support Specialist plays a pivotal role in ensuring the smooth and efficient operations of the organization, as well as the accurate collection, editing and presentation of the data derived from traveler and driver communications. The responsibilities encompass a range of crucial back-office functions, including data entry, documentation, communication, and process support. With a keen eye for detail and a commitment to accuracy, the Back Office Support Specialist contributes to the overall success of our business by maintaining data integrity, supporting various processes, and providing exceptional administrative assistance.

Responsibilities:

Live Support Duties

• Personalized Customer Experience: Delivers an exceptional, friendly, and personalized customer service experience to every customer and driver, ensuring their needs and expectations are met with empathy and professionalism.
• Product and Service Promotion: Provides comprehensive information about Welcome’s products and services, tailoring experiences and recommendations based on the specific destinations and needs of the customers.
• Problem Resolution: Offers timely and empathetic support for customer issues, collaborating across teams to find effective solutions quickly, ensuring customer satisfaction and loyalty.
• Booking Management: Handles new bookings meticulously, verifying all details are correct and in order for a seamless customer experience.
• Real-Time Booking Monitoring: Monitors new bookings and the assignment of transfers in real-time, ensuring operational efficiency and customer satisfaction.
• Email and Chat Support: Promptly responds to emails and chats, ensuring timely and accurate follow-up on customer requests and inquiries.

 Back Office Support Duties

• Driver Account Changes: Checks all driver account changes submitted by the drivers and ensures the verification of all documentation and information provided.
• Driver Payments Preparation: Monitors all incoming driver communications related to their payments, checks the active complaints for any driver payment discrepancies as well as all cash payment submitted transfers, in order to accurately inform the Finance department before processing the drivers’ weekly payments.
• Financial Disputes Management: Checks daily all payment platforms for incoming financial disputes, ensuring the proper investigation of each case and providing the relevant data to the platform.
• Communication Tagging: Actively checks all incoming written communications in our ticket management tool, to correctly identify the communication reasons of all stakeholders by tagging these with appropriate reasons. The back office agent is responsible for identifying new trends or patterns, reporting these insights, and making new suggestions to help improve service quality and customer experience.

Requirements

• 2+ years’ experience in operations & customer service.
• Advanced problem-solving skills.
• Experience with web-based customer support applications
• Dependable and punctual, with strong time management and prioritization skills.
• Strong writing skills and a keen eye for detail.
• Native or fluent English speaker. Additional languages spoken will be a plus.
• Friendly and upbeat personality.

Benefits

• Flexible work from home policy
• Private Health Insurance Plan
• Vibrant and fresh work environment at the center of Athens
• The tools you need to successfully perform your daily tasks
• The unique opportunity to join “the next big thing” at the ground level.
• 5 work days a week/ 2 days off (rotating shifts)

Interested? If we got you excited and you think you have what it takes to join a young, well-funded, and fast-growing startup, then just hit the ‘Apply for this job’ button!