Night Shift Customer Support Specialist Offline

Entravel is dedicated to redefining the hotel booking landscape, transcending the ordinary. We are not just a company; we are a crypto-native brand harnessing the potential of blockchain to revolutionize the travel experience. With a Web3-focused marketing strategy, we are poised to disrupt the industry by providing the world's most affordable hotel rooms.

We are currently seeking a dedicated and intelligent individual to join our team as a Night Shift Customer Support Specialist. This role is crucial for ensuring that our global customer base receives exceptional service around the clock.

Responsibilities:

• Customer Support: Handle inbound/outbound phone calls, chat, email, and social media interactions during night hours, understanding customer needs to provide effective solutions.
• Communication: Reply to emails and messages from customers worldwide in English (knowledge of additional languages is a plus).
• Team Collaboration: Support teammates and colleagues through peer-to-peer learning and constructive feedback to foster a positive working environment.
• Ownership: Take responsibility for understanding customer needs and delivering the right solution the first time, every time.
• Customer Education: Guide customers on how to use our website efficiently and assist them through the booking process.
• Customer Advocacy: Retain customer loyalty by solving problems and suggesting improvements to simplify processes in a safe and trusted environment.
• Performance Metrics: Work towards common team goals by supporting, educating, coaching, and resolving customer issues.
• Feedback Sharing: Provide management with feedback on performance, team morale, and customer insights.
• Issue Resolution: Identify root causes of issues and use our processes and policies to resolve them promptly.

• Service Excellence: Ensure a high level of customer service at all times.

   

Requirements:

• Intelligence and strong command of English (both written and verbal).
• Excellent communication skills with the ability to convey complex ideas clearly to clients.
• Social media support experience is a plus.
• Strong understanding of communication workflows.
• Research skills with a focus on owning and solving issues internally.
• Ability to work with complex systems and explain them to non-experts, preferably in travel, crypto, or financial services environments.
• Great organizational and time-management skills.
• Availability for night shifts.
• Knowledge of multiple languages is a plus.