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Customer Care Agent

MyKronoz


Location:
Miami, Florida 33132
Date:
06/01/2018
2018-06-012018-07-01
Job Type:
Employee
Job Status:
Full Time
MyKronoz
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Job Details

Company Description

Founded in January 2013, Kronoz LLC is a Swiss company based out of Geneva that designs and develops wearable devices intended to improve increasingly mobile, connected and digital lifestyles. MyKronoz strives to expand and facilitate the mobile-user experience with stylish, intuitive and functional techcessories. Now present in 40 countries, carried by major retailers and partners worldwide: Orange, Auchan, Carrefour, Best Buy, Walmart, Yodobashi, HMV. we are leader in Europe , fast growing in USA and China. MyKronoz offers a full range of connected devices spanning across 4 product categories: activity trackers, smartwatches, analog smartwatches and watch phones. With a unique DNA mixing mobile tech and fashion, MyKronoz’s goal is to cater to the needs and tastes of the world’s most various user types thanks to a full iOS, Android and Windows Phone compatibility at an affordable price.  For more information visit http://www.mykronoz.com or follow @mykronoz on Twitter.  

Job Description

Overview

MyKronoz is a multi-channel Smartwatch and Activity trackers provider, bringing a fresh approach to the category through fashion design and affordable products, easy to use mobile applications and professional customer care. Founded in 2015, the company currently operates all around the world and is rapidly-growing. 

As a Customer Care Team Member, you will join a team of 6-8 associates (and growing) who support our daily customer enquiries whether is it for simple questions or technical support. The Customer Care team connects with customers over a dedicated online platform, email, and chat to help user to get the best out of their device. 

In this critical role, you will represent the company in front of consumers but also help designing and improving operational processes, and create a consistently excellent customer service experience to MyKronoz customers. 

This role relies heavily on self-motivation and desire to serve skills in a challenging and fast changing environment. 

This position reports to the Chief Product Officer based in our Geneva Headquarter. 

What will describe best the ideal candidate?

  • Use every customer interaction as an opportunity to illustrate Above & Beyond customer care.
  • Strong interest in consumer electronics and wearables.
  • Knowledge of web services and mobile applications.
  • Excellent organizational and communication skills (oral and written)
  • Write and deliver regular update documentation together with the team to present a weekly report to Management.
  • Be creative on a daily basis on how to better serve our end users as well internal services
  • Identify areas of improvement and help develop customer care department
  • Create a collaborative environment where peers feel respected, motivated and encouraged to reach excellence.
  • Continuously illustrate and demonstrate how MyKronoz’s values should be lived in day-to-day operations.
  • Be proactive in addressing performance problems. Act as a problem solver.
  • Ability to prioritize, multi-task and report in a fast-paced and multi-cultural environment
  • Prior knowledge and experience with ticket-management platform like Zendesk will be an asset

Requirements

Qualifications

Main duties and responsibilities

  • Reply and manage incoming customer inquiries while providing an outstanding level of customer service through clear and accurate communication
  • Ability to maintain regular and punctual attendance.
  • Assist Product Development and QA Teams with bug tracking and resolution.  
  • Make active contribution to our community satisfaction
  • Develop a deep understanding of products.  Build a self-training program so that Customer Care colleagues are current in their knowledge of available products.
  • Identify workflow and efficiency improvement opportunities. Keep a rolling list of improvement priorities. Implement solutions and evaluate efficacy.
  • Maintain expert-level knowledge of all workflows and exemplify best practices for work completion.

Experience & Education

  • Bachelor degree required.
  • Experience in customer contact or service center.
  • Proven exceptional customer care skills.
  • Ability to think and react in a high-energy, fast paced environment.
  • Self-aware, development focused mindset.
  • Excellent written and verbal communication skills.
  • Strong and positive work ethic.
  • Proficiency in MS Office Suite
  • Fluent in English (native language)
  • Additional language will be a great asset

Additional Information

Benefits: 

  • First year 75% of medical, dental and vision insurance plans paid by the company
  • 10 days of vacations on the first year 

Start date : asap

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