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Customer Success Professional

1 week ago

Cape Town, Western Cape, South Africa Houst Full time
About Houst

Houst is a dynamic organization dedicated to providing exceptional services for our clients and guests. We're committed to delivering unparalleled support, ensuring that every interaction with us is seamless and satisfying.

Job Description:

We're seeking a highly skilled Candidate Title to join our team as a Customer Success Executive. As a key member of our support team, you'll be responsible for navigating complex customer inquiries, resolving issues efficiently, and providing top-notch service via various communication channels.

Key Responsibilities:
  • Provide superior 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.
Requirements:

To excel in this role, you'll need:

  • A 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 organized with the ability to multi-task and prioritize workload.
What We Offer:

We provide a comprehensive package, including:

  • 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.

We offer a competitive salary of R12,000- R15,000 pm and a flexible working schedule between 09:00- 18:00 GMT.