Customer Support Agent

2 weeks ago

Sydney, Australia Hatch Full time

** This role is at Turo (not for Hatch)**

Hatch is supporting Turo to find a great Customer Support Agent to join their customer service team. Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Turo.

**About the role at Turo**

We are looking for a Customer Support Agent who will be be one of the first members of the Turo Australia team based in our Sydney office. You will be a key member of our five-person strong Customer Support team and the main point of contact for Turo users in Australia on weekdays and weekends. 5 shifts / week Monday to Sunday 40 hours total per week). Shifts alternate on a weekly basis with the team.

You will primarily be responsible for communicating with hosts and guests and providing customer support for Turo’s Australian business. Your role will comprise many activities, including: monitoring and fixing reservations, providing top-quality customer support to our users, assisting customers with bookings, and troubleshooting issues. We want people who can grow with Turo and transition to a more impactful role as the business grows.
- Field questions across a broad range of areas: billing, cancellations, guest experience, and host quality
- Ensure that Turo members receive the highest quality of service and that all issues are resolved in the shortest possible time
- Monitoring and modify reservations and provide top-quality customer support to our users

**Seniority**

**Junior - A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.**

**Core Responsibilities**
- Query Handling - Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
- Collaborative Issue Resolution - Collaborate with other people or teams to resolve complex customer issues
- Complaints Resolution - Log, investigate, and resolve customer dissatisfaction or problems, to improve negative customer experiences

**Strengths**
- Written communication - Writes in a clear and structured format to convey information and ideas effectively to a target audience
- Service orientation - Actively seeks and develops strategies to help key stakeholders
- Verbal communication - Speaks clearly to convey information effectively to a target audience

Hatch exists to level the playing field for people as they discover a career that’s right for them. We model this in our hiring process for our partners like Turo.

We do not discriminate on the basis of gender identity, sexual orientation, cultural identity, disability, age, or any other non-merit factors. To put it simply, Hatch is for everyone.

**Salary**: $60,000.00 - $120,000.00 per year

Work Location: One location

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