Weekend Client Success Executive

4 weeks ago

Cape Town, Western Cape, South Africa Houst Full time

The Client Success Executive is responsible for delivering world-class service to Houst customers and their guests. You will handle customer inquiries through multiple contact channels, including email, phone, and chat. Your role will involve troubleshooting, problem-solving, and ensuring a seamless experience for clients. Strong communication skills, logical thinking, and adaptability are essential to succeed in this role.

Key responsibilities of the role:

Client Support & Relationship Management

  • Provide exceptional support to hosts and guests through email, phone, and WhatsApp, ensuring timely and effective resolution of inquiries.
  • Manage day-to-day client interactions, ensuring a smooth and professional experience.
  • Assist in onboarding new hosts, guiding them through the setup process to ensure they are well-prepared to use our platform.
  • Work closely with other teams to resolve issues efficiently and improve overall client satisfaction.
Property & Listing Management
  • Create and maintain property listings across multiple platforms, optimising them for maximum visibility and appeal.
  • Support hosts with pricing recommendations and listing improvements to maximise occupancy and revenue.
  • Gather client feedback to contribute to process improvements and enhance the overall customer experience.
Maintenance & Supplier Coordination
  • Work with external maintenance teams and contact suppliers to resolve property-related issues.
  • Manage maintenance requests efficiently to ensure properties remain in top condition for guests.
Pricing & Booking Optimisation
  • Monitor and update pricing to attract more bookings.
  • Ensure listings are updated and optimised based on market trends and demand.
Requirements
Key Skills
  • Exceptional Communication - Clear and professional verbal and written communication with hosts and guests.
  • Problem-Solving & Critical Thinking - Ability to troubleshoot issues and find solutions efficiently.
  • Customer-Centric Approach - Strong focus on delivering excellent service and building client relationships.
  • Time Management & Prioritisation - Ability to handle multiple tasks, meet deadlines, and manage workload effectively.
  • Resilience & Adaptability - Ability to stay calm under pressure and adapt to evolving business needs.
Technical Skills
  • CRM & Ticketing Systems - Experience with platforms like Zendesk, Salesforce, or HubSpot for managing customer interactions.
  • Property Listing Management - Understanding of short and mid-term booking platforms, including listing optimisation.
  • Basic Data Analysis - Ability to interpret customer feedback, booking trends, and performance metrics.
  • Google Workspace - Proficiency in Google Sheets for tracking performance and managing client data.
  • Communication Tools - Experience with Slack, WhatsApp Business, or similar platforms for team collaboration.
Benefits
  • 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.
Salary: R12,000- R15,000 pm
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