Software Support Specialist

Position Summary:

As an Inbound Call Center Agent/Back Office Support at Sparefoot, you will play a crucial role in
providing exceptional customer service to our customers post-reservation for North American
consumers. You will handle inbound calls, emails, and SMS inquiries, offering support and
assistance with reservation management, account information, and general inquiries.
Additionally, you will be responsible for managing customer reviews, escalating issues as
needed, and performing various back-office tasks to ensure efficient operations.

Key Responsibilities:

● Inbound Call Handling:
   o Answer inbound calls from customers seeking assistance with their reservations, accounts, or general inquiries.
   o Provide accurate and timely information, resolving customer issues efficiently.
   o Document customer interactions and update relevant systems.
● Email and SMS Support:
   o Respond to customer inquiries and requests submitted via email and SMS.
   o Provide clear and informative responses within agreed-upon timeframes.
● Reservation Management:
   o Assist customers with modifying, canceling, or extending their reservations.
   o Ensure accurate and up-to-date reservation information in the system.
● Customer Review Management:
   o Monitor and respond to customer reviews on various platforms.
   o Address customer concerns and provide solutions to improve their satisfaction.

Qualifications:

● Excellent verbal and written communication skills in English
● Strong customer service orientation and problem-solving abilities
● Proficiency in using computers and relevant software applications
● Flexibility to work in a fast-paced environment and handle multiple tasks simultaneously
● Experience in a call center or customer service environment