At a Glance
- Tasks: Handle complex customer cases and provide exceptional support in a fast-paced environment.
- Company: Join Ring, a leader in innovative home security solutions.
- Benefits: Fully remote role with flexible hours and opportunities for growth.
- Other info: Be part of a diverse team that values collaboration and innovation.
- Why this job: Make a real difference by resolving customer issues and enhancing their experience.
- Qualifications: Fluent in Dutch and English, with customer service experience.
The predicted salary is between 30000 - 40000 € per year.
Ring is looking for an organized and self-motivated ECR Specialist to join our Executive Customer Relations Team (ECR). This is a fully remote position based in the UK. As an ECR Specialist, you will work alongside the Product Reviews, Neighbor Advocacy, Legal, PR, Community and the Social Media teams at Ring. Working directly with customers, you’ll be expected to respond to highly complex customer cases involving escalations, senior leadership escalations, trust and safety issues, social media posts, and Amazon Reviews. The right candidate will also thrive in a highly entrepreneurial, fast-changing, and collaborative environment where people are driven, enthusiastic, collaborative and not afraid to take risks.
The operating hours for our support are 8am to 6pm, seven days a week. Successful candidates will work in a rotational shift pattern within these hours. Weekend shifts are shared on a rotating basis across the team - this means you would typically work one weekend approximately every two months, with time off given in lieu.
Key job responsibilities:- Successfully reply to complex, fast-moving and unexpected communications challenges
- Respond privately to customer reviews, providing technical insights and recommendations
- Troubleshoot technical issues for Ring customers
- Communicate and collaborate with team-members to resolve escalations
- Utilize all available resources to solve problems
- Provide exceptional technical assistance and customer service for highly escalated challenges with care
- Regularly identify and report on noteworthy developments and trends and share those with the appropriate departments
- Work alongside team-members and other teams on PR and Communications related issues on social media
- Identify and escalate system errors and other technical issues
A day in the life: As an ECR Specialist, you will start your day by addressing escalations brought up by internal stakeholders, looking at new Amazon Reviews at your inbox and social media posts and direct messages. Next, it is time to address pending cases, dive deep on the root causes, consult with stakeholders, and resolve them.
About the team: The ECR (Executive Customer Relations) team is Ring's highest-level escalation department, handling executive escalations, Amazon reviews, security and safety cases, social media, and community support across European markets. We act as the final point of resolution for the most complex and sensitive customer issues in the EMEA region.
Qualifications:- Bachelor's degree or equivalent
- At least two years’ experience in Customer Service or Social Care
- Fluent in Dutch and English
- Experience identifying and resolving complex issues
Customer Support Associate (Dutch), Ring employer: Ring
Ring offers a dynamic and inclusive work environment where Customer Support Associates can thrive in a fully remote setting. With a strong emphasis on employee growth, collaboration, and innovation, team members are encouraged to tackle complex challenges while receiving support from various departments. The company values diversity and provides opportunities for meaningful contributions, making it an excellent employer for those seeking a rewarding career in customer relations.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Associate (Dutch), Ring
✨Tip Number 1
Get to know the company! Before your interview, dive into Ring's mission and values. This will help you connect your experiences with what they stand for, showing that you're not just another candidate but someone who genuinely cares about their goals.
✨Tip Number 2
Practice makes perfect! Role-play common customer support scenarios with a friend or family member. This will help you feel more confident when tackling those tricky questions about handling escalations and complex issues during the interview.
✨Tip Number 3
Show off your problem-solving skills! Be ready to share specific examples of how you've tackled tough customer situations in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Support Associate (Dutch), Ring
Some tips for your application 🫡
Show Your Enthusiasm:When writing your application, let your passion for customer service shine through! We want to see that you're excited about the role and ready to tackle those complex challenges head-on.
Tailor Your Experience:Make sure to highlight your relevant experience in customer service or social care. We’re looking for candidates who can demonstrate their ability to handle escalations and resolve issues effectively, so don’t hold back!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, especially when it comes to your skills and experiences. Avoid jargon and make it easy for us to see why you’d be a great fit!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Ring
✨Know Your Stuff
Make sure you’re well-versed in Ring's products and services. Familiarise yourself with common customer issues and how to resolve them. This will not only show your enthusiasm but also your ability to handle complex queries.
✨Showcase Your Communication Skills
As a Customer Support Associate, clear communication is key. Practice articulating your thoughts clearly and concisely. You might even want to role-play some scenarios with a friend to get comfortable with responding to escalated issues.
✨Emphasise Team Collaboration
Highlight your experience working in teams, especially in fast-paced environments. Be ready to discuss how you’ve collaborated with others to solve problems or improve processes, as this role requires a lot of teamwork.
✨Prepare for the Unexpected
Expect the interview to throw some curveballs your way! Think about how you would handle unexpected customer situations or technical issues. Being able to think on your feet will impress the interviewers and show you’re ready for the challenges ahead.
