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Client Success Executive

Client Success Executive

HoustCape Town, Western Cape, South Africa
30+ days ago
Job description

Houst Cape Town, Western Cape, South Africa

Client Success Executive

Step into the role of a Client Success Executive, where you'll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you'll navigate customer inquiries across various channels - email, phone, and chat - tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking.

Key Responsibilities :

  • Provide unparalleled 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 :

  • 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 prioritise workload.

    • 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

    • Working hours : 09 : 00- 18 : 00 GMT

    Seniority level : Entry level

    Employment type : Full-time

    Job function : Customer Service

    Industries : IT Services and IT Consulting

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    Client • Cape Town, Western Cape, South Africa