Job description
Step into the role of a 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.
Key responsibilities of the role:
- Provide unparalleled customer 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.
Key Skills
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.
23 days paid holiday days (plus public holidays)
An extra day off for your birthday - because who wants to work on their birthday?
Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
Laptop - for business use
Working hours: 09:00- 18:00 GMT
Salary: R12,000- R18,000 per month (dependent on experience)
