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Client Experience Manager

1 week ago

Cape Town, Western Cape, South Africa Houst Full time

We are looking for a talented Client Experience Manager to join our customer success team at Houst.

About the Position

In this pivotal role, you will be responsible for crafting memorable experiences for our clients and guests, establishing ourselves as the go-to provider of vacation rental solutions. You will leverage your expertise to develop strategic solutions that meet the evolving needs of our clients.

  • Key Responsibilities:
  • Deliver world-class customer experiences through multiple touchpoints, including telephone, email, and chat.
  • Act as the central point of contact for client concerns, providing swift and satisfying resolutions.
  • Streamline onboarding processes for new properties, offering tailored support to diverse clientele.
  • Collaborate with internal teams to uncover innovative solutions, address questions, and champion resolution claims.
  • Uncover opportunities to boost customer retention and satisfaction levels.
  • Determine refunds and goodwill gestures using sound judgment, company guidelines, and market intelligence.
  • Develop process improvements and contribute to elevating the overall experience for Houst clients and guests.
  • Promote a customer-centric approach, driving successful partnerships.
  • Efficiently manage your delegated inbox and oversee case project management, ensuring seamless workflow.
Requirements
  • A team-oriented individual with impressive written and verbal communication skills.
  • Previous experience in customer service or account management is preferred.
  • Able to distill complex technical information into accessible language.
  • Creative problem-solving skills with the ability to think outside the box.
  • Familiarity with the vacation rental industry.
  • Confidence in decision-making and ownership of cases.
  • Experience with G-Suite is beneficial.
  • Exceptional organizational skills with the ability to multitask and prioritize tasks.