VIP Customer Support Specialist (Hybrid, Cluj-Napoca)

ABOUT US

We are a fully integrated digital solutions provider catering to international brands looking to create Web3 experiences. Our partners rely on our unique ability to craft innovative projects that redefine customer expectations, from strategy to engineering, all the way to customer care support.

Explora Solutions offers flexibility and opportunities for digital and service professionals that are looking for a challenging, and rewarding work environment because our trust-based collaborative style provides them with the freedom they need to be their best version of themselves.

Do you consider yourself a problem-solver? Are you the go-to within your group of friends or family that is always extending a helping hand and a sympathetic ear? Do you demonstrate a high level of flexibility, and no, we don’t just mean when you are doing yoga! Do you pre-empt problems before they happen and proactively set out to fix? If yes, we should talk more! Explora Solutions wants to add more talented people to our existing VIP Team, for a hybrid role in Cluj-Napoca.

WHAT YOU WILL DO EVERY DAY

• Provide timely, accurate solutions to our users in a casual and friendly manner via chat, email and any future contact methods.
• Build strong and trusting relationships with valuable consumers by providing the highest standard of service and experiences tailored to them.
• Develop a communications strategy incorporating customer’s communication preferences. Proactively suggest new ways to continually impress our audience.
• Help to identify new and existing high-value customers through interrogation of data and by understanding customers' behavior.
• Understand and report on characteristics of the VIP segment of members.
• Handle other tasks related to our users to assist with account maintenance.
• Work closely with Marketing, BI, Operations, and Product to ensure a seamless journey for your customers.

WHAT QUALIFIES YOU TO JOIN US ON OUR MISSION

• Advanced level of English, both written and verbal
• Solid organizational skills – an organized ninja!
• An ability to turn negative experiences into positive ones for our users.
• Enthusiasm and a ‘can-do’ attitude; Hello Sunshine!
• A desire to learn and develop – as long as we live, we learn!
• Striving continuously for excellence
• Curiosity to challenge the conventional
• Hybrid working model (2 days/ week in office)

WHAT WE WILL BRING AS BACKUP

Our people are at the heart of everything we stand for and will go above and beyond for our customers. We know that drive and passion are hard to generate when we are not feeling valued or having fun, so we make sure our team is well looked after! Working at Explora Solutions, you’ll experience:

• Great employee benefits like 25 days of leave, meal tickets of 40 lei/day, pension coverage, full health and dental coverage for you and dependents, 7Card subscription, learning and development tailored to your career path, plus lots of fun activities throughout the year
• Support and collaboration, not just within your immediate team, but with the broader organization as well
• An organization that can flex, and truly supports work-life balance.

#LI-Hybrid