We founded Rover.com
with the mission to connect dog owners and pet parents with the world’s
largest network of pet sitters and dog walkers. Why? We strongly
believe that everyone should have the opportunity to experience the
unconditional love of a dog.
Rover
improves and simplifies life for pet parents and the dogs they love by
connecting owners with trusted pet care whenever they need it. Millions
of services have been booked on Rover, including pet sitting, dog
walking, in-home dog boarding, and doggy day care. Needless to say (but
we're going to say it anyway) – we love dogs!
Now, we are on a mission to bring Rover.com
and the benefits we spread amongst pet lovers to Europe! Therefore, we
are looking for a talented, driven, and bilingual Customer Experience
Representative in Berlin to support our European markets.
Your responsibilities
As a member of the Customer Experience team, you are the backbone of Rover.com.
You develop relationships with our users and create an exceptional, personal service experience for them via phone and email.
You
demonstrate an outstanding attention to detail, ownership and
follow-through - and most of all - you are able to really listen to
understand the core needs of our community.
Nothing can really
make you flip as you are able and keen to operate with tight timelines
while finding the right balance between professionalism and expediency.
Based
on the customer feedback and your own experience, you proactively seek
new ways to provide excellent customer support and how to improve Rover.com - and yourself.
You build long-lasting relationships with our registered pet parents and pet sitters while providing superior customer support.
You
are able to communicate effectively and manage escalated conversations
in a professional manner between both parties (owner and sitter), as
well as outside parties such as vet clinics and boarding facilities.
Where
others are seeing problems, you are seeing solutions. You take
responsibility and follow appropriate procedures to solve whatever
problems your team, or our users, may face. No matter what you do, our
user retention as well as the improvement of the overall customer
satisfaction is always in the back of your mind, next to the statement
“impossible is nothing!”
Your qualifications:
You have a native level of French
You are fluent in English
You
have experience in the customer support area or/and contact center
operations - at your core - you can listen and you understand customers’
real needs.
You are able to operate and to continuously learn and improve in a fast moving, dynamic start-up environment.
You
have a self-confident and positive demeanor mixed with excellent
communication and strong problem-solving skills – basically you are
ready to make a meaningful contribution to our team and our community
from day one.
You have a true team player mentality - your team
members are more than coworkers to you and you bring your unique
experiences and passions to your job everyday.
Bonus: Experience in working in the vet tech industry and/or experience in dog behaviors, including aggressive triggers.
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