Client Success Executive: Remote

2 weeks ago

Cape Town, Western Cape, South Africa Net Affinity Full time

As Client Success Executive, you will be assisting our clients with day to day queries, supporting them with knowledge of our systems, and advising on best practices to increase their direct bookings revenue.


You will be dedicated to providing an exceptional experience for each client and will always have client satisfaction in mind.

The role includes managing timelines, co-operating with other teams to resolve problems, and achieving targets on client satisfaction levels as well as increase in revenue performance.


What you'll be doing

  • Providing first level support to all clients by addressing and resolving customer reported queries relating to online revenue performance / booking engine and website set up / booking engine usability and other issues or queries that may arise
  • Building trusted relationships with existing clients, understanding their needs and developing solutions for them.
  • Working collaboratively with clients to resolve all issues reported
  • Working with other teams including marketing, design, accounts, IT and development teams to provide resolution to reported issues / queries from clients
  • Requesting fixes for Net Affinity Products using our internal ticketing service desk.
  • Validating and testing all fixes from relevant departments before advising client of same.
  • Ensuring requested client queries / cases are turned around and dealt with as quickly as possible and escalate issues when required
  • Ensuring you are proficient in all Net Affinity Products & Offerings, and have a good understanding of marketing and revenue management to deal with client related queries
  • Cross promoting our services & upselling
  • Maintaining CRM system with all client queries, requests, scheduled activities and calls
  • Working with Client Success Team Manager to develop and enhance client experience
  • Maintaining performance KPIs as defined by management
  • Following standards of services as outlined in NetAffinity Client Charter
  • Reporting back on competitor activity and pricing strategy
  • Contributing to and influencing the direction and development of our business and growth

Requirements and Qualifications

  • Primary degree preferred in Hotel Management / Revenue Management or related discipline
  • Minimum 2 years' experience in Hospitality Industry within reservations / front office department.
  • Fluent in English with effective written and strong verbal communication skills
  • Excellent time management, planning and communication skills
  • Ability to work with mínimal supervision
  • Strong sense of responsibility, team mentality and willingness to take initiative

Advantageous;

  • A second European Language
  • Knowledge of NetAffinity products

Who We Are
A team of creative experts, leading the field of hotel technology since 2000
Paying market rate salary with great benefits
Dedicated to continual development and professional growth of our team.

Remote first Culture


Net Affinity operate and actively promote a 'Remote First' culture for all the benefits that accrue for both staff and company.

This is very much about improving the work life balance for all of us. It's about being kinder to ourselves, our partners and families.

Great Place to Work


At Net Affinity, we're delighted to be certified as a Great Place to Work Our staff are the heart of our business, and we place great importance on their happiness.

Remote First helps us develop further as an empathetic business. One that maintains a work culture that is inclusive and respectful whilst embracing our differences and individuality.

Job Types:
Full-time, Permanent

Salary:
R15, R20,000.00 per month

Experience:

- hotel: 2 years (preferred)

Application Deadline: 2023/03/17

Expected Start Date: 2023/04/03

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