Customer Experience Specialist

2 weeks ago


Sharjah, Sharjah, United Arab Emirates Fresha Full time
About
Fresha is the leading marketplace platform for beauty & wellness

trusted by millions of consumers

and

businesses worldwide

.
Fresha is used by

120,000+ businesses

and

450,000+ stylists

and

professionals worldwide

, processing over

1 billion appointments to date

.
The company is headquartered in

London, United Kingdom

, with 12 global offices located across

North America, EMEA

and

APAC.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.
Fresha's ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace

unlocks revenue

potential for partner businesses by

leveraging the power of online bookings

and

automated marketing

through mobile apps and advanced integrations with major tech brands including

Instagram

,

Facebook

and

Google.
Salary:

10,000 AED per month
Role overview
Given our exciting and progressive growth plans, we are looking for an exceptional Customer Experience Specialist (CX Specialist) to come and join our global business.
Reporting directly to the Commercial lead, and working collaboratively with partners, you will be accountable for Support tickets and communicate via different channels email, voice/phone, live chat, Social Media, WhatsApp, and SMS at Fresha.
This is a great opportunity for someone looking to work in a fast-paced and changing environment, who likes to work autonomously, enjoys a challenge and wants to make an impact.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, all Fresha employees work from the office four days per week, with the flexibility to work remotely one day each week. Our Dubai office: ONE JLT, Dubai
Delight our Partners and their clients

Resolve support tickets and partner contacts (from various channels and sources) using our ticketing system Hubspot, and support our partner's clients
Identify the root cause of issues and problems our partners are experiencing and proactively flag recurring issues, bugs and contact trends to your TL and the Fresha product teams
Take a consultative approach to supporting our partners to make sure they are getting the most out of our software to drive partner retention
Find creative solutions to partner problems and identify opportunities to improve our partners experience with Fresha and to generate more revenue for the business
Be a proactive problem solver, going the extra mile to delight our partners
Testing and investigating

Proactively test and investigate problems that our partners raise in our software
Reproduce the issues and problems in your own test account and test solutions to the problem that you are solving
Maintain your own test account and make sure all features and functionality are up to date, active and usable for testing purposes
High Performance

Be a high performer in the team, exceeding expectations in product knowledge, KPI achievement and living the values of Fresha
Adhere to our Service Level Agreement (SLA) and prioritise timely resolution of tickets
Take responsibility for your own performance and development, constantly learning and developing in the role and progressing through the CX structure
Support your CX colleagues to achieve their targets and become high performers
Constantly strive to raise the standards across the team to create a high performing culture
This list is not exhaustive and there may be other activities you are required to deliver.
How to be successful at Fresha

Curious problem solver

, you want to get to the root cause of problems and find creative solutions to exceed our partners expectations
Passionate about delighting our partners

and their clients so they never want to leave Fresha and advocate for the brand
Deliver high quality written responses

in English to partner questions and queries
Technical mindset

, comfortable using, navigating and explaining how to use our multifaceted Health and wellness software
Ability to work at pace

, continually learning as our software continue to grow and evolve
Comfortable dealing with ambiguity

and learning through testing and using the product
Enthusiasm, positivity

and a can do attitude
Comfortable taking feedback on board

, applying it to your daily activities and demonstrating humility
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
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