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Customer Support Specialist

2 weeks ago

Cape Town, Western Cape, South Africa Houst Full time

Houst, a leading provider of vacation rental solutions, seeks an exceptional Customer Support Specialist to join its team.

About the Role

This is an exciting opportunity for a highly motivated individual to become a key member of our customer success team. As a Customer Support Specialist, you will be responsible for delivering exceptional service to our clients and guests, ensuring their needs are met with efficiency and professionalism.

  • Main Responsibilities:
  • Provide top-notch customer service via multiple channels, including email, phone, and chat.
  • Serve as the primary point of contact for client inquiries, resolving issues in a timely and satisfactory manner.
  • Onboard new properties, simplifying complex information for diverse customers.
  • Collaborate with cross-functional teams to identify optimal solutions, resolve queries, and champion resolution claims.
  • Identify opportunities to enhance customer retention and satisfaction.
  • Utilize decision-making skills to determine refunds and goodwill gestures based on logic, company procedures, and market insights.
  • Promote process innovation and contribute to elevating the overall experience for Houst customers and guests.
  • Champion the customer cause, fostering commercially successful partnerships.
  • Manage delegated inbox with finesse and oversee project management of cases, ensuring seamless workflow.
Requirements
  • A team player with exceptional written and verbal communication skills.
  • Previous experience in a customer service environment or account management is preferred.
  • Able to communicate complex technical problems in clear, customer-friendly language.
  • Creative problem-solving skills with ability to think outside the box.
  • Working knowledge of vacation rentals.
  • Confidence in decision-making and owning cases.
  • Experience with G-Suite is beneficial.
  • Well-organized with ability to multitask and prioritize workload.