Customer Success Executive (International) at Venntro Media Group Limited

This is a full time, permanent position working wherever you are happiest.

This role will be responsible for providing excellent customer service to all customers. This will be done by ensuring every question is answered, requests are fulfilled and advice is offered, when requested.

This role will also support the daily operational tasks needed to manage and eliminate fraudulent activity across the platform. This includes reviewing all subscription payments for suspicious activity.

You should be comfortable speaking with customers and be confident presenting to the wider business where needed. You will need to be comfortable learning new skills and demonstrating a Growth Mindset.

You will need to be a driven, resilient individual who is able to support the commercial team in their objectives as your number one priority - above and beyond anything or anyone else.

As we are a remote-only business, you must be comfortable presenting and communicating over online video conferencing tools.

Responsibilities:

• Offer guidance to members and answer all of their queries via
  both email and phone
• Filter out fraudulent members from the platform by looking for
  breaches of the T&Cs, inappropriate content and scammer
  activity
• Investigate member’s technical issues and liaise with the
  development team to ensure these are rectified
• Assist, where necessary, our outsourced moderation team in
  moderating all public facing, user-generated content
• Proactively process chargebacks and refunds within our
  processing guidelines
• Understand scammer behaviours and assist in strategies for
  appropriate fraud prevention measures
• Support the customer care team and B2B division in all aspects
  of their role, if required

Requirements

• Demonstrate a welcoming and professional attitude at all times
• Strong communication skills
• Confident and able to work on own initiative with limited supervision
• Proactive and positive 'can do' attitude
• Ability to work under pressure
• Working knowledge of Google docs, slides and sheets or highly confident with Microsoft Word, PowerPoint and Excel with an ability to learn quickly
• The ability to communicate effectively over video conferencing
• Be available to cover any work within the customer care department - including weekends and bank holidays

 

We exist to give all people the freedom to belong, to connect with others, to share their passions and be accepted in a safe, trusted environment.

By 2030, through our portfolio of websites, apps and other channels, we will be internationally recognised as the most successful niche dating, community-led business, connecting millions of people around the world. We will ferociously protect the right of our customers to connect, engage and share within tolerant, inclusive communities that help people live their happily ever now. Our team knows that by working at Venntro, they help people find love, find community, find belonging and ultimately to find their true selves. With every new connection we help to build a better, more inclusive world.

Learn more at www.venntro.com