Customer Service Specialist (chat & phone)

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!!VERY IMPORTANT!! PLEASE DO NOT APPLY IF:

• for you "remote" means doing this in paralel with other projects or as a side gig
• if you are not ok with collaborating B2B (monthly invoice)

Your mission**

You’ll be the frontline force supporting MERO’s customers — the #1 beauty booking platform in Romania — playing a direct role in how the company grows. Your day-to-day is simple: deliver fast, sharp, reliable help through written chat and phone, and turn every interaction into a long-term relationship. If you’re responsible, patient, efficient, solution-oriented, and write like you mean it, you’ll thrive.

What You’ll Do

• Support existing customers as they use MERO’s online booking platform and assist the sales team when needed.
• Understand the needs of potential customers and clearly present how MERO solves their problems.
• Build trust with every client and consistently deliver value.
• Own customer satisfaction, retention, and growth for your assigned accounts.
• Work closely with sales to onboard, educate, and guide new MERO users.
• Solve customer issues directly or coordinate with internal teams to get them resolved fast.
• Provide basic technical assistance and report platform issues to the right teams.
• Maintain strong response times and a high customer satisfaction score.
• Keep customer records updated and accurate for sales.
• Spot opportunities for product improvement from customer feedback and share insights with technical teams.
• Prepare periodic reports on support performance and customer insights.
• Propose and implement improvements to boost efficiency and customer experience.
• Transfer data from clients sheets or systems into MERO app

What You Need

• Prior chat-based and phone-based customer support experience.
• Excellent spoken and written communication and relationship-building skills in Romanian and English
• Ability to explain, persuade, and handle potential customers with confidence.
• Quick understanding of how online platforms work so you can support users effectively.
• Strong problem-solving skills and a relentless solution-first mindset.

What You Get

• Flexible hours and the option to work remotely.
• Access to trainings and conferences.
• A team focused on growth, learning, and raising the bar.

About MERO

MERO is Romania’s leading online booking platform for the beauty industry. Over 11,000 professionals and salons run their appointments through MERO. With 5 million+ bookings per year and 1 million+ real customer reviews, MERO is the largest beauty platform in the country — and on track to becoming the top player in the CEE region.