Task Support Advocate

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.

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.

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 collaborate.