Customer Service Specialist

You are the 2nd tier support to our call centre and responsible for successful competition of escalated customer service cases. You are responsible for maintaining processes and systems used by our customer service agents. You monitor and report the daily operation of our call centre and give advice and training directly to our call centre agents or through their team managers. You are responsible for training material, processes and tools used by our call centre. Knowledge to identify and analyse customer cases and the ability to adjust processes and tools is a key skill in our role.

Key responsibilities:
– Handle and resolve escalated cases from the customer call centre
– Maintain and implement customer service processes and tools
– Analyse and adjust the work of the call centre
– Proactively monitor customer’s journeys and take action when needed
– Identify areas for improvement and report these to Service Director
– Maintain and update systems information and templates

Qualifications:
– As a person, you are customer oriented, well-organized and share knowledge easily
– You have the ability to oversee multiple cases at the same time
– Willing to go the extra mile with a strong work ethic, self-directed and resourceful
– Team player
– Strong computer skills
– Bachelor’s degree in a relevant field
– Excellent spoken and written English
– Demonstrated professional phone and email etiquette
– Flexibility to changes in assignments and work schedule

Here are some of the advantages of working at Dohop:
– Flexibility in terms of when and where to work.
– Competitive salary.
– Regular social events.
– Quarterly Hackathons.
– On annual remote trips, the entire company goes and works at a new location for a week or two. Last summer, we went to Boston.
– Green commuting grant
– Shared company car to run errands.
– Need to HOPP during business hours on weekdays? Paid by Dohop.
– Home internet and mobile paid for.
– An in-house coach that meets with teams and individuals.
– Daily lunch is provided by Dohop.
– Flexible holidays – you decide when and how long you would like to take off.
– A dog-friendly office and the possibility to pet a different dog every day of the week.

Here’s what we’re looking for in people:
– You are fun, don’t take yourself too seriously, and you’re not afraid to make mistakes or make a fool of yourself every now and then.
– You are welcoming, you know and appreciate that people come from different experiences, and you treat everyone with respect regardless of their position in life.
– You are driven, ambitious, and hard-working. You work towards your goals, both in your personal life and at work.
– You are solution-oriented and don’t mind asking difficult questions. Where others see challenges, you see opportunities.
– You are open-minded: You know your own limitations, which is why you are open-minded and willing to try new things.
– You know that sometimes taking a step back is necessary to move forward and that sometimes the weirdest ideas make the best solutions.

If that sounds like you, apply now!
Someone from our team will review your application to see if your skills and experience match the job, and get back to you as soon as possible.

Want to know a little more about Dohop and what we do?
Dohop is an Icelandic technology company with 17 years of experience in developing innovative solutions in the field of aviation and travel. Our core technology is focused on connecting the unconnected, helping people to find and create connecting itineraries. Being at the forefront of digital innovation in the field of virtual interline technology, Dohop has developed solutions such as Dohop Interline and Dohop Intermodal for forward-thinking airlines, alliances, and airports around the globe, for example, easyJet, Transavia, Air France, Vueling, Air Transat, Norse. More information can be found on Dohop.com.