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What we’re looking for
                         



Do you love being around people and making them happy? If you’re also a good listener and a bit of a problem solver with great communication skills, then you’ll love being on the front line of making the magic happen!

Every day brings new challenges and excitement, and every customer interaction gives you the opportunity to do what you do best: find solutions and provide exceptional customer service.

We’re looking for client-oriented candidates who are native or near-native English speakers (C1 or C2 level) to join our award-winning Customer Support team in Bucharest.

What to expect
                         

As a Customer Service Advisor with Ascensos, you will work in a fully supported environment where you can demonstrate your commitment to providing outstanding customer support through your skills and personality.

Our client is the world’s largest privately owned open-top bus tour company, carrying 7 million customers a year in 23 famous cities including London, Dubai, Paris, New York & Singapore along with a few you might not expect – and growing at a rate of three new cities a year. Their vision to be the No1. ‘thing to do’ in every world-famous city. The client recently featured in the Sunday Times Grant Thornton Top Track 250 UK’s Leading Private Mid-Market Growth Companies.

Responsible for the day-to-day operational liaison with our customer services hub. You’ll have exceptional knowledge of the brand and service in each city they operate in. Quick thinking and top communication skills will be critical to your success. You’ll have no problem stepping in and delivering or arranging (in collaboration with in-city teams) ‘service recovery’ that could make a massive difference to our reputation and to our customers’ experience when we haven’t got something right.

Through appropriate, regular, and creative communications, you’ll inform the hub of any daily and unexpected operational changes, updates, and sales tools they need to do their job properly. You’ll also add to the growing ‘voice of customer’ within the business, delivering actionable customer insights to in-city teams to drive down customer effort and increase customer satisfaction.

You’ll join some amazing colleagues to form a great dynamic team, who use their remarkable client service skills, providing customers with exceptional brand and product knowledge, efficient service and a friendly attitude.

We’re delighted to drive innovation on site day after day, so it’s a plus if you’re inventive and creative, we say yes to fresh new ideas to boost productivity, so reach out and help us shape thе future.

And no need to worry if you don’t have lots of experience, we have thе best training program ready for you.

We believe that happy people keep people happy, so we’re looking to train people who have great interpersonal skills and strong analytical skills as you will be expected to deal with a range of customer queries via email.

Your role can include:

  • Support in delivering the global customer services strategy in partnership with third party customer services hub and in-city teams.
  • Ensure third party customer interactions across multiple channels including chat, email, social and voice are aligned with the brand values.
  • Analyse and report on key customer service KPIs, revenue and customer satisfaction.
  • Uncover unmet customer needs & frustrations (actionable insights) in operational delivery and continuously identify ways to reduce the number of customer interactions, complaints and refunds through in-city operations, self-service and BOTS.
  • Refine and roll out refund policy – with local teams processing refund requests, moving responsibility to the hub.
  • Combine NPs & VOC data into SCV Database to enhance customer services with automated follow up messaging and marketing.
  • Collaborate with CRM to unify and enrich SCV with customer contact profiles enabling highly personalised customer communications.
  • In collaboration with third party identify and manage resource requirements, customer service training plans and supporting documentation.
  • Continuously review and refine customer service processes delivering efficiencies and cost savings.
  • Ensure in-city operational and service announcements are effectively communicated to the hub and vice versa.
  • Identify and proactively manage escalated enquiries from the hub to in-city teams through to successful customer recovery.

PLEASE NOTE : The first 5 weeks of activity are at the office, after which our jobs are temporarily remote, we expect to return to the office after the pandemic.

For this role, the ability to work in 3 shifts – 10:00-19:00; 15:00-00:00 and 21:00-05:00 is required.

 

You
                         

We think big and we’re looking for team members who think bigger, achieve more and work smarter. If you have the following skills, then we want to hear from you!

  • Experience in customer support on a tourism/travelling project.
  • Native level/fluency in English or at least C1 both verbal and written.
  • Positive attitude & excited to discover new approaches to delivering a fantastic customer experience.
  • Strong interpersonal and communication skills.
  • Excellent customer focus (both verbal and written).
  • Great team spirit, with thе ability to also be independent.
  • Problem solving oriented, desire to investigative and multi-tasking skills with highest attention to detail.
  • Ability to work under pressure in fast-paced environments.
  • Flexible and adaptable to new situations.

The Benefits
                         

  • The opportunity to develop your knowledge via our internal learning and development platform.
  • Career growth via regular opportunities to apply for internal promotion and secondments.
  • Access to various learning and development programmes.
  • Engaging atmosphere- we offer a our colleague community a thriving culture, with diverse and fun competitions.
  • Attractive salary package.
  • Client discount schemes.
  • Extra day holiday for your birthday!
  • Annual awards ceremony.
  • Health Insurance.

Up for the challenge?
                         

We understand people don’t fit in little grey boxes. We recognise the importance of individuals. Our success is down to our people and we are always on the lookout for new members of #theAteam to help us deliver incredible experiences for both our clients and customers.

So, if you’re ready for a new challenge then hit ‘Apply Now’ to become the newest member of our growing team.

APPLY NOW

We’re expecting lots of people want to join #theAteam. So unfortunately, if you have not heard from us, please assume that your application has been unsuccessful on this occasion.

The Ascensos Story

Ascensos is built on our belief that not all contact centres need be the same. We bring a fresh approach to outsourced customer service, offering omnichannel customer contact solutions across traditional, digital & social channels.

We are an owner-managed, next generation boutique contact centre. We draw from our awarding winning background of world-class customer experience, combined with the digital mindset and the latest emerging technology to shape customer experience solutions for tomorrow’s customer needs.

Within eight years, we have expanded our operations Globally; with sites in Scotland, England, Romania, Turkey and South Africa. For us it’s all about loving what you do.

Be our next A-Player

As part of #theAteam, you’ll receive full training and support to be the voice of our clients’ brand. So there’s no room for average.

We recognise the unique contributions of all our Ascensos colleagues across Europe, it’s what drives our success. And we celebrate talent. That’s why there’s a huge focus on career development and recognition at Ascensos.

As an Equal Opportunity Employer, we pride ourselves on hiring local talent and offer a range of employment opportunities designed to fit a variety of lifestyles. You will be welcomed into an inclusive, diverse and fun environment where; delivering great customer service, career development and fun Fridays are the norm.