Customer Support Advisor (Remote in Romania)

About The Role

We are looking for a Customer Support Advisor to join the team in Romania
Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more.
This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers.
Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.
WHAT YOU'LL BE DOING
Customer Support:
Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision.
Provide attentive responses to customers that incorporate a thorough understanding of
their
concern
s and offer step-by-step guidance and solutions to satisfy questions or remedy issues
Customer Interaction:
Deliver premium customer service through chat,
email
and phone channels.
Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations.
Proactive Problem-Solving:
Anticipate and address potential issues, preventing disruptions before they
impact
the customer experience.
Collaborate with other teams to
identify
recurring problems and contribute to continuous improvement initiatives.
Product Knowledge:
Maintain up-to-date knowledge of our clients’ products and services to effectively
assist
customers.
Contribute to the creation and updating of knowledge base articles for internal and customer reference.
Empathy and Communication:
Demonstrate empathy and active listening skills during customer interactions.
Communicate complex concepts in a clear and understandable manner.
Quality Assurance:
Adhere to
established
quality standards in all customer interactions.
Participate in regular training sessions to stay abreast of industry developments and enhance skill sets.
The recruitment process
30 min Teams interview with the Recruitment Team
Language test if applicable to the role
45 min Teams interview with the Hiring Team
Your profile
Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels
Experience in supporting and troubleshooting tier 1 technical queries
Have a growth, curious mindset, and ability to adapt to changing policies and guidelines.
Ability to work independently and collaboratively in a fast-paced environment.
Proficient in troubleshooting orders, shipping, connectivity, and operational issues.
Excellent English written and verbal communication skills to C2 level
Experience in supporting US and or/UK customers and advantage
Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations.
Demonstrate ability to handle challenging customer interactions with professionalism.
Why us?
Fully Remote work based in Romania (
home office)
Compensation 4.600 Ron Net + Meal tickets
An Oura Ring work tool designed to help you deliver exceptional customer service
A Permanent Employment Contract
Equipment provided
(Laptop, monitors, peripherals)
One-off Home Office Setup Contribution (500 Ron)
Continuous support
through out
the
training
period
The opportunity for professional growth.
Fun company events and team outings.
Autonomy and Responsibility