Task Support Advocate

About the role

You will be joining a remote team of 20+ advocates in Poland that are in charge of improving conversions and reducing cancellations within our 6 European markets (UK, Germany, France, Spain, Portugal and Italy). You will monitor booking funnels to identify 'stuck' tasks and intervene when our algorithm needs a human touch - using email, internal tools, and phone calls to ensure the jobs get done. You will act as a Task Support Advocate, navigating complex, nuanced conversations with our clients and Taskers to save cancellations and drive revenue. Based in Poland, this is a remote first position reporting to the Operations Team Lead. We aim to live our values in every interaction and are looking for colleagues who care deeply about making everyday lives easier for our community. Join us in creating a better everyday life for everyday people!

Responsibilities

• Understand the business requirement for each programme that you are working on and be able to put in action the SOPs of each one that you are assigned to work on.
• Diligently take notes while performing your core duties and make suggestions to your team leader of how things can be improved.
• Efficiently address & solve user issues primarily via live channels while maintaining & exceeding KPIs aimed at customer satisfaction, productivity, and accuracy.
• Efficiently manage time to make relevant phone calls while maintaining quality interactions.
• Build connection and trust with your stakeholders, going above and beyond to provide an exceptional experience, with the aim to resolve their queries in an appropriate manner first time.
• Be organized, accountable and responsible - using your resources to keep informed of all SOPs and programme changes as they occur.
• Skills/experience
• We're looking for candidates with great people skills!
• Minimum 6 months of customer service experience, contact center experience or similar.
• Excellent customer service skills: You must exhibit empathy, courtesy, kindness, efficiency, confidence and helpfulness.
• Displays excellent time management and takes pride in a job well done.
• Excellent typing skills and adaptable in navigating online tools and systems.
• Excellent written & verbal communication skills: have a strong command of grammar and spelling.
• Excellent Communication Skills: Ability to articulate persuasively over the phone to engage potential customers.
• Strong critical thinker and adept at problem-solving.
• Interpersonal skills: Remains open to others' ideas and exhibits willingness to try new things.
• Resilience and Persistence: Willingness to face rejection and persistently pursue leads.
• Prior experience in sales over the phone, preferably in cold calling.
• Ability to take ownership and solve problems
• Available full-time (40 hours / week).
• Fluency in English
• Eligible to work in Poland, we will not support relocation for this position.
• Compensation & Benefits:
• You'll love working here because:
• Taskrabbit is a Hybrid Company. We value flexibility and choice but also stay committed to regular in-person connection.
• The People. You will be surrounded by some of the most talented, supportive, smart, and kind leaders and teams -- people you can be proud to work with!
• The Diverse Culture. We believe that we make better decisions when our workforce reflects the diversity of the communities in which we operate. Women make up half of our leadership team and our diversity representation is above that of the tech industry average.
• The Perks. Taskrabbit offers our employees with employer-paid health insurance and a 401k match with imm

Benefits

Additional Information

About Taskrabbit: Taskrabbit is a marketplace platform that conveniently connects people with Taskers to handle everyday home to-do's, such as furniture assembly, handyman work, moving help, and much more. At Taskrabbit, we want to transform lives one task at a time. As a company we celebrate innovation, inclusion and hard work. Our culture is collaborative, pragmatic, and fast-paced. We're looking for talented, entrepreneurially minded and data-driven people who also have a passion for helping people do what they love. Together with IKEA, we're creating more opportunities for people to earn a consistent, meaningful income on their own terms by building lasting relationships with clients in communities around the world. Taskrabbit is a hybrid company with employees distributed across the US and EU and a Built In - Best Places to Work (2022, 2023, 2024) continually ranked across multiple national and regional categories. Join us at Taskrabbit, where your work will be meaningful, your ideas valued, and your potential unleashed!

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