Customer Support

Location

Luxembourg HQ

Employment Type

Full time

Location Type

Hybrid

Department

Customer Support (CS)

Overview

Application

Salonkee is one of Europe's fastest-growing beauty-tech companies, helping thousands of salons simplify their daily operations and offer an outstanding experience to their clients.

Our all-in-one software simplifies appointment scheduling, payments, and client management, allowing salons to focus on what truly matters: delivering an exceptional customer experience.

We're proud to shape the future of the beauty industry with innovation, collaboration, and a people-first mindset.

The opportunity

As a Customer Support Specialist, you'll deliver exceptional support in our clients local language, helping our customers maximize the value of our software tools. Your dedication and expertise will ensure salons run smoothly and efficiently, contributing to our mission of digital innovation in the industry.

This role is ideal for an experienced support professional skilled in quick problem resolution, technical troubleshooting, and relationship management, all aimed at delivering an exceptional support experience to salon partners. The Experienced Customer Support Specialist will play an essential role in fostering salon satisfaction and loyalty by combining expert knowledge, fast response, and a proactive approach to support.

What you will be doing

• Rapid Support & Resolution: Provide quick assistance mainly over the phone, with additional support via chat and email, aiming to resolve all inquiries within 24 hours.
• Technical Support & Setup: Troubleshoot login, system, and hardware issues, guiding salons through setup and configurations for seamless operations.
• Billing & Subscription Management: Address billing, payments, and subscription updates, ensuring accurate and clear financial support.
• Relationship Management & Retention: Conduct regular check-ins, proactively manage partner needs, and address churn risks to strengthen loyalty.
• Platform Education & Knowledge Sharing: Educate partners on platform features to maximize usage, sharing best practices and tips.
• Documentation & Continuous Improvement: Document interactions in CRM, monitor inquiry trends, and contribute to FAQs, support materials, and product feedback for ongoing improvements.

What you need to have

• Previous Experience in Client Support: Demonstrated ability to assist clients over the phone, effectively managing and resolving their inquiries or issues.
• Customer-Focused Mindset: Display patience and empathy while handling conversations, including managing challenging or distressed clients.
• Quick Problem-Solving Skills: Ability to think swiftly to resolve issues on the spot or appropriately escalate them when necessary.
• Detail-Oriented Approach: Ensures accurate documentation of client interactions and timely follow-up on any required actions.
• Efficient Time Management and Multitasking: Skillfully handles multiple requests at once, prioritizing based on urgency and client needs.
• Technical Skills: Proficient in using phone systems, CRM platforms, or helpdesk software for efficient client support.
• Excellent Communication Skills: Exceptional communication skills, fluent in both Dutch and English, ensuring clear and effective client interactions.

What we offer

• A competitive remuneration package.
• A dynamic, international, and supportive work environment with a strong team culture.
• Flat hierarchies that promote open communication and encourage putting your ideas forward
• The opportunity to be part of a success story and make a tangible impact on the future of the beauty and wellness industry.
• Regular company events to foster team bonding and create opportunities for networking and collaboration

At Salonkee, we believe that innovation thrives in an environment where everyone feels included and empowered.We're building a diverse team that reflects the industry we serve: creative, passionate, and full of different perspectives.

No matter who you are or where you come from, you'll find a place here to grow, contribute, and be your authentic self.