About The Role

Job Title         Customer Support Advisor

Location         Remote based in Romania 

Terms           Permanente Contract / Full-Time 40h weekly

Schedule        Monday to Sunday – 8h shifts between 07:00 and 19:00 UTC+2

We are looking for a Customer Support Advisor to join the team in Romania 

Successful candidates will be supporting our amazing partner, Oura Health, makers of the renowned Oura Ring. The Oura Ring is a smart ring used by over 1 million people globally to track the likes of stress, illness detection, women’s health, heart rate and more. 

This is your chance to join a great global team across Europe and North America and power up your skills by tackling and troubleshooting complex issues. There will be many opportunities for growth within this role and the opportunity to support global customers. 

Otonomee is an early stage, fast growing business and this is an opportunity to join at a very exciting time.

WHAT YOU'LL BE DOING 

Customer Support: 

• Resolve customer issues related to purchase, orders, shipping, set up, connectivity and warranties with precision. 
• Provide attentive responses to customers that incorporate a thorough understanding of their concerns and offer step-by-step guidance and solutions to satisfy questions or remedy issues 

Customer Interaction: 

• Deliver premium customer service through chat, email and phone channels. 
• Respond to inquiries, troubleshoot problems, and provide information with a focus on exceeding customer expectations. 

Proactive Problem-Solving: 

• Anticipate and address potential issues, preventing disruptions before they impact the customer experience. 
• Collaborate with other teams to identify recurring problems and contribute to continuous improvement initiatives. 

Product Knowledge: 

• Maintain up-to-date knowledge of our clients’ products and services to effectively assist customers. 
• Contribute to the creation and updating of knowledge base articles for internal and customer reference. 

Empathy and Communication: 

• Demonstrate empathy and active listening skills during customer interactions. 
• Communicate complex concepts in a clear and understandable manner. 

Quality Assurance: 

• Adhere to established quality standards in all customer interactions. 
• Participate in regular training sessions to stay abreast of industry developments and enhance skill sets. 

The recruitment process 

1. 30 min Teams interview with the Recruitment Team
2. Language test if applicable to the role
3. 45 min Teams interview with the Hiring Team

Your profile

• Minimum of 3-4 years of proven experience in Customer service, with a focus on live interactions, in chats, emails and/or phone channels 
• Experience in supporting and troubleshooting tier 1 technical queries
• Have a growth, curious mindset, and ability to adapt to changing policies and guidelines. 
• Ability to work independently and collaboratively in a fast-paced environment. 
• Proficient in troubleshooting orders, shipping, connectivity, and operational issues. 
• Excellent English written and verbal communication skills to C2 level 
• Experience in supporting US and or/UK customers and advantage 
• Possess a passion for delivering excellent customer service and a commitment to exceeding customer expectations. 
• Demonstrate ability to handle challenging customer interactions with professionalism.

Why us?

• Fully Remote work based in Romania 
• A competitive salary 
• An Oura Ring so that you can provide great customer support. 
• A Permanent Employment Contract 
• Equipment provided 
• Home office allowance (Once off pay and claim to help you set up your home office) 
• A Buddy on joining 
• Online Gym and Wellbeing Studio. 
• The opportunity for professional growth. 
• Fun company events and team outings. 
• Autonomy and Responsibility 
  

About us

Otonomee is an award-winning Customer Management Outsourcing business that delivers scalable, tech-driven, people-focused solutions. Leveraging our remote-first operating model, we optimize customer interactions, reduce costs, and increase efficiency. Our focus on remote work, automation, and data-driven insights makes us a next-generation partner for leading brands and scaling companies. 

Founded in 2020 by Aidan and Hilary O’Shea, to disrupt the traditional “big city, big building” BPO model - Otonomee presents a nimble, bespoke service, that is not constrained by contact center capacity. We offer a fast, flexible, service that can ramp up anywhere, in response to market needs and can rapidly respond to seasonal or product driven demands. 

Otonomee is better for People, Partners and the Planet – it’s a B Corp since Sept 2023 and was recently selected as an EY Entrepreneur of the Year finalist. In 4 years, Otonomee has grown to over 450 employees (23 nationalities) in Europe, USA & Asia. 

Our clients are leading Irish and major US Tech & E-Commerce Customers, with complex global market needs, who value premium support for customers and clients.

• We encourage equality, diversity, and inclusion in the workplace, promoting dignity and respect for all. We welcome your unique talents and contributions, our inclusive culture inspires us to be curious, be bold and speak openly. We strive for an inclusive culture where we all can feel respected, valued, and connected – Together we grow

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