To Onboard Hotels onto all our Technical Platforms, provide customer support and improve the overall customer and guest experience.
[What You Will Do: key responsibilities]
Manage multiple concurrent onboarding projects across multiple technical products
Demonstrate how to use areas of the product to clients via one on one training, while carefully managing customers expectation of the product and service involved
Manage the technical, clerical and administrative duties to support the onboarding and development of all products
Provide aftercare to customer following Go-Live of project
Collaborate with product support and client success teams to improve knowledge base to encourage self serve
Create SOPs and videos to aid their team and clients across all technical products
Report feedback from clients
Manage escalations from clients in a timely and appropriate manner and ownership of the client communication
Proactively investigate platforms to identify any local or global issues
Continually develop knowledge and understanding of Journey products and clients to deliver effective and efficient support
Identify upsell opportunities for all Journey products
Handle overflow work and duties from Products Managers when necessary
To ensure that the highest level of quality customer care is delivered and all problems or incidences are managed, reported and highlighted
Provide feedback to Product team on functionality and useability and feature requests
Provide guidance to clients for fulfilment needs through knowledge of product and collaboration with our fulfilment centre
Assist when required with first line support and facilitate resolutions for our clients predominantly through email and telephone communication
The ability to relay technical information to non-technical users and elicit clients' needs.
Customer centric approach
Organisation & Problem-solving ability.
Onboarding and project management skills
Methodical and Analytical abilities
The ability to establish rapport with customers
Motivation and enthusiasm
We’re a collective of disruptive thinkers, digital specialists and tech pioneers. But above all, we’re a family. We win together, and lose together. And we pride ourselves on our ethos of culture first, capability second. So we’re looking for someone that yes has the skills, but also has our back, like we’ll have yours.
Strong people skills and commercially minded.
Great communication skills and diligence
Fast learner, accountable and ambitious.
Passionate about detail, data and order. Bent on creating processes and systems.
Ability to work under your own initiative in a highly pressured environment.
Good listening skills and the ability to anticipate business needs.
Able to develop relationships with 3rd parties and the hotel teams.
Strong level of motivation, determination and commitment.
Excellent organisation and multi-task management skills
1-2yr Client or customer facing experience.
IT (ideally Mac) - competent
Knowledge or experience of hotels, marketing and technology a great advantage
Success is a mutual game, which is why we invest heavily in our team. We believe in true partnerships that reward equally, so in return for working with us to achieve our ambitious goals, we offer a suite of perks to complement a competitive salary, including flexible working, personal development initiatives and much more…
Does this sound like somewhere you will thrive?
We look forward to hearing from you soon.