About the job
At Salonkee, we are revolutionizing the beauty and wellness sector with innovative digital solutions that enhance operations and improve client experiences for hair and beauty businesses throughout Europe.
As a Customer Support Specialist within our Customer Success team, you will provide outstanding support in our clients' native language, assisting them in fully leveraging our software tools. Your commitment and proficiency will ensure that salons operate seamlessly and effectively, furthering our goal of digital transformation in the industry.
This position is tailored for a seasoned support professional adept at quickly resolving issues, troubleshooting technical challenges, and managing client relationships to ensure a superior support experience for salon partners. The Customer Support Specialist will be pivotal in enhancing salon satisfaction and loyalty through expert knowledge, timely responses, and a proactive support approach.
Key Responsibilities:
Rapid Support & Resolution: Offer swift assistance primarily via phone, with additional support through chat and email, aiming to resolve all inquiries within 24 hours.
Technical Support & Setup: Diagnose login, system, and hardware issues, guiding salons in setup and configurations for uninterrupted operations.
Billing & Subscription Management: Address inquiries related to billing, payments, and subscription updates, ensuring precise and transparent financial assistance.
Relationship Management & Retention: Conduct regular follow-ups, proactively manage partner needs, and mitigate churn risks to bolster client loyalty.
Platform Education & Knowledge Sharing: Instruct partners on platform features to enhance usage, sharing best practices and insights.
Documentation & Continuous Improvement: Log interactions in CRM, monitor inquiry patterns, and assist in developing FAQs, support resources, and product feedback for ongoing enhancements.
Requirements:
Prior Experience in Client Support: Proven track record of assisting clients over the phone, efficiently managing and resolving their inquiries or problems.
Customer-Centric Attitude: Exhibit patience and empathy during interactions, including managing challenging or distressed clients.
Quick Problem-Solving Abilities: Capacity to think swiftly to address issues effectively and efficiently.
