Step into the role of a Weekend Client Success Executive, where you’ll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you’ll navigate customer inquiries across various channels - email, phone, and chat- tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking.
Salary: R180,000- R200,000 per annum
Location: Cape Town, 2 office days a week
Key responsibilities of the role:
- Provide unparalleled service via telephone, email and WhatsApp, ensuring our clients and guests feel valued and supported.
- Elevate as the point of escalation from HostSupport, resolving issues with the utmost satisfaction.
- Onboard new properties, simplifying complex information for diverse customers.
- Collaborate with cross-functional teams to uncover optimal solutions, resolve queries and champion resolution claims.
- Spot and leverage opportunities to enhance customer retention and satisfaction.
- Harness your decision-making prowess to determine refunds and goodwill gestures using logic, company procedures, and market insights.
- Contribute innovative ideas to enhance processes and elevate the overall experience for Houst customers and guests.
- Champion the customer cause, forging commercially successful partnerships.
- Manage your delegated inbox with finesse and oversee the project management of cases, ensuring a seamless and efficient workflow.
Requirements
- Based in Cape Town, and comfortable working from the office 2 days a week
- Team player with superb written and verbal communication skills.
- Previous experience in a customer service environment or account management is preferable.
- Proven ability to communicate complex technical problems in “customer-friendly” language.
- Ability to think outside the box and find creative ways to solve problems.
- A working understanding of vacation rentals. Confidence in decision-making and owning your cases.
- Previous experience with G-Suite.
- Well organised with the ability to multi-task and prioritise workload.