Client Success Executive (6-month contract)

⭐ Who we are: Embark on an exhilarating journey with us as we redefine the landscape of short-term accommodation! Join a dynamic team at the forefront of revolutionising the industry. We are not just a management service; we are the architects of freedom for homeowners and landlords, liberating them from the hosting hassle. Fueling our mission is cutting-edge technology, seamlessly transforming property hosting into a breeze while maximizing revenue for our hosts. Come be part of our disruptive force, shaping the future of short-term accommodation!

⭐ About the role: 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 reasoning.

Primary 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 Host Support, resolving issues with 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 insight.
• 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 of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making and owning your cases.
• Well organised with the ability to multitask and prioritise workload.

Benefits

• 33 paid holiday days (includes public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Laptop - for business use
• Regular team social events (both in person and virtual)
• Company-wide recognition of outstanding work
• Opportunities to innovate