At a Glance
- Tasks: Assist customers via chat, email, and phone while providing training and support.
- Company: Entrupy, a tech company fighting counterfeit goods with AI and computer vision.
- Benefits: Competitive salary, generous time off, and a remote work environment.
- Other info: Be part of a diverse team across multiple countries, embracing innovation and collaboration.
- Why this job: Join a passionate team making a real impact in the luxury goods industry.
- Qualifications: Fluent in Italian and French, with 3 years of customer support experience.
The predicted salary is between 44550 - 54450 £ per year.
About Entrupy
Entrupy is a global technology company whose mission is to protect businesses, borders and consumers from transacting in counterfeit goods. Entrupy has developed a patented technology system which utilizes a combination of AI and computer vision to instantly identify and authenticate high value physical goods. Entrupy’s solutions serve business customers including leading luxury brands, retailers, e-commerce marketplaces and online resellers in over 60 countries. Entrupy is growing quickly with team members based in the US, India, Japan and Brazil.
As we continue to build, we’re seeking curious, growth minded thinkers to help shape our vision, structures and systems; playing a key role as we launch into our ambitious future. If you’re invigorated by our mission, values, and drive to change the world — we’d love to have you apply.
About the Team/Role
Entrupy Inc. is seeking a full-time remote Customer Experience Agent. The Customer Experience Agent position is a salaried position. You will be trained on how to assist customers via phone, email, our in-app chat, and our CRM platform. This position also includes conducting in-person customer trainings through Google Meet, where you walk the customer through how to use the device and go over FAQs. You will be responsible for meeting and exceeding SLA’s through quality and efficient processing.
Reports to: Customer Experience Lead
Location: Europe (pref UK)
Location Type: Remote
What you'll do:
- Monitor all customer-facing platforms (chat, email, phone, website contact form, etc) to resolve customer issues and conduct customer outreach as needed.
- Maintain high operational standards by consistently achieving target performance metrics across First Response Time, QA quality scores, CSAT, and Full Resolution Time.
- Work closely with the authentication operations teams to provide support for timely and accurate result delivery.
- Collaborate with internal stakeholders, such as Sales, Billing, Product, and Engineering, to ensure the best customer experience and resolve customer issues in a timely manner.
- Guide customers through an onboarding process and ensure successful implementation into their day-to-day operations.
- Coordinate and implement customer account set-up, training, and integrations to ensure a seamless onboarding experience.
- Monitor customers’ usage of Entrupy’s solutions and proactively offer support to improve their experience and drive product adoption so that they can maximize the value.
- Create and update self-service customer support resources, including training videos and knowledge base articles, to empower users to resolve issues by themselves.
- Represent the voice of the customer by actively collecting and sharing feedback about the product and overall user experience.
What you bring:
- Proficient in Italian and French.
- At least 3 years of experience in customer support.
- Time management skills in prioritizing daily tasks.
- Detail-oriented with strong organizational skills.
- Strong oral and written communication skills with empathy and problem-solving mindset.
- Ability to work in a fast-paced environment.
- Tech-savvy and solutions-oriented.
- Effectively communicate technical concepts to audiences of varying technical ability.
- Experience in B2B SaaS Customer Support is a plus.
Desired Language Support: English / Italian / French
What we offer:
- Market-competitive compensation structure.
- Generous time away, including company holidays and more!
- Opportunity to be part of the diverse and growing team across Japan, UK, US, India, Austria, SEA, Poland and Brazil.
We have had an incredible run so far and are laying the foundation for a culture that is fast-paced, entrepreneurial, and rooted in passion, kindness, and positivity. We live by these values – we hire by them, promote them, and celebrate them every day. Please apply if you want to be a part of a collaborative and dynamic team with a passion for working with high-end luxury brands and cutting-edge technology, and want to be at the forefront of AI innovation. Entrupy embraces a diversity of backgrounds and experiences and provides equal opportunity for all applicants and employees. We are dedicated to building a company that represents a variety of backgrounds, perspectives, and skills. We believe that the more inclusive we are, the better our work (and work environment) will be for everyone.
Customer Experience Specialist I employer: Entrupy
Entrupy is an exceptional employer that fosters a dynamic and inclusive work culture, where employees are encouraged to grow and innovate in the fast-paced world of AI technology. With generous time off, competitive compensation, and the opportunity to collaborate with a diverse team across multiple countries, Entrupy offers a rewarding environment for those passionate about customer experience and luxury brands. Join us in shaping the future while being part of a mission-driven company that values kindness, positivity, and collaboration.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Specialist I
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Entrupy. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Entrupy before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Specialist I
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Entrupy:Your cover letter is your chance to shine! Tell us why you want to work at Entrupy specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Entrupy!
How to prepare for a job interview at Entrupy
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
