Customer Solutions Specialist
Created:
Jul 18, 2023, 11:16 PM
Location
Philippines
Organization
Description
About The Position
Guesty is the ultimate property management platform for short term and vacation rentals celebrating its 10 years in the industry.
We are the leaders of our industry and the only ones offering an end to end solution for our clients. We are over 700 strong in 13 different sites worldwide and now we are launching a new customer service team located in Cebu.
Be a part of a pioneer team for a fast growing company with great culture. We are looking for Customer Solutions Specialists to join our amazing Customer Solutions Department.
As a Customer Solutions Specialist, you will have the opportunity to make a real impact on our success and enable our growth!
Responsibilities
The Customer Solutions Specialist responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities. To be successful in this role, you should be an excellent communicator who’s able to earn our clients’ trust.
The perfect Customer Solutions Specialist has a strong technical orientation and is eager to help, has very strong communication skills and is not afraid of being creative and thinking outside the box.
Among your responsibilities as a Customer Solutions Specialist, you will be:
- Responding to customer queries in a timely and accurate way, via email, chat or phone.
- Providing step by step technical help, both written and verbal, with great attention to details.
- Diagnosing customer issues, solving problems and helping with queries about their account.
- Managing a ticket queue based on priority and SLA protocols.
- Share and contribute to the knowledge base
- Working closely with our developers and technical teams to ensure customer satisfaction.
Requirements
- Native English/Near-native speaker (or mother-tongue)
- At least 2-years experience in a similar role
- Tech-savvy - strong computer skills - a must.
- Strong verbal and written communication skills
- Ability to adapt to a fast-pacing, changing environment
- Ability to understand, investigate, and articulate any potential issues, as well as resolve such issues
- Ability to use good judgment and think outside the box,
- Customer orientation and ability to go the extra mile to engage customers
- Empathetic, helpful, and positive attitude
- Fast learner, autodidact
- Hardworking, able to work in a deadline-driven environment
- Friendly, professional and passionate about technology, positive disposition
- Experience working with ticketing systems
- Willing to work in shifting schedules and working at night
- Experience using technical tools - a plus!
- Experience using help desk software and remote support tools - a plus!
- Experience in the hotel and travel industry - a plus!
Guesty is proud to be an Equal Opportunity Employer. We provide equal employment opportunities to all employees and applicants regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.