Hailo is hiring a

Business Support Specialist - Dublin

Dublin, Ireland

At Hailo, we understand that life is busy enough without the little, everyday frictions getting in the way. Our immediate task is to make getting around hassle-free for everyone.

For passengers that means a beautifully slick smartphone app where you hail cabs you can’t see, watch them arrive live, payment is effortless and receipts just appear in your inbox. It’s magic.

And for drivers it means finding passengers they’d otherwise miss, earning more efficiently and enjoying every shift just that little bit more. Hailo simply makes things easier.

The Role

You will be joining a small team based in Dublin in a full time role, flexibility is also necessary as some weekend work might be required.

Our team’s main focus is furthering the reach of Ireland’s largest taxi network. We pride ourselves on delivering truly exceptional support to our customers and drivers positioning you at the very heart of the business.

You will act as Hailo’s voice within our user community, creating and building relationships with our customers. You will manage inbound customer support issues in a high volume environment, responding to them using predominantly our online support desk. You will become a Hailo expert by learning the business and product inside out so as to best answer all and any inbound queries.

You could be responding to a query about a recent journey or clarifying with drivers how to make the most out of the app and its many features. No matter what the questions or experiences our customers share with us, you will delight them with the manner and speed of our response.

Due to the small nature of the team in Dublin you will also be afforded the opportunity to take the lead on other projects across all aspects of the business from operations to marketing, depending on requirements.

Responsibilities

  • Manage customer relationships to solve customer queries in an efficient and timely manner focusing on getting it right first time all the time
  • As user champion, identify potential customer dissatisfaction, coordinating with other internal support functions to improve the customer experience
  • Monitor our systems to proactively reach out to customers who have experienced issues
  • Enhance our online knowledge base as new features and queries arise
  • Prioritise support based on severity of issue
  • Diagnose technical issues, escalating where necessary.
  • Identify opportunities to improve processes, communication and efficiency.
  • Maintain a deep knowledge of our product and users.
  • A people person - you view turning disappointed customers and drivers into advocates as a constant challenge
  • Excellent verbal and written communication skills in English
  • A precise mindset - evidenced by strong attention to detail
  • Polite, professional and flexible
  • Driven - you work tirelessly to find solutions to problems and constantly go the extra mile
  • Excellent analytical and problem-solving skills
  • An active interest in technology, particularly apps/mobile
  • A team player but equally effective working independently
  • Previous experience in a high volume customer support environment is a distinct advantage
  • Proficient in Microsoft Office and Google apps
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