Customer Support and Success Uk/eu

2 weeks ago


Glasgow, United Kingdom ResDiary Full time

**Working Location**
Remote and Hybrid options available. All home working equipment will be provided.
*
Role Start*
The role will commence in February/March 2023
*
Close Date for Applications*
Monday 23rd January
*
FT/PT*
This role will be full time and permanent
*
Remuneration: *
- £24-25 DOE

*
About Us*
ResDiary is a world leading provider of online restaurant reservations, seating over 14,400,000 diners per month, across more than 9,300 restaurants in 62 countries. Headquartered in the UK, we have team members and licensees in the UK, Ireland, Italy, South Africa, Canada, Denmark, Norway, Sweden, Indonesia, the Philippines, Dubai, Australia, and New Zealand.
*
About the Role*
We are looking for an experienced, outgoing and customer focused person to join our team as a Customer Success and Support Consultant. You will be the first Line contact for all operational aspects of Accor Hub projects.

You will be responsible for the onboarding and ongoing support of Accor customers, ensuring the efficiency of the functions to drive customer satisfaction rates and achieve or exceed agreed SLAs, timely resolutions, and generally improve customer experience.
*
Your responsibilities will include*
- onboarding and ongoing support of Accor customers
- ensuring the efficiency of the functions to drive customer satisfaction rates
- take care of requests from hospitality operators starting out with ResDiary
- make a diagnosis to provide the appropriate response or escalate if necessary and ensure a positive experience for each customer
- be the first point of contact for new and existing customers
- write online help and solution tutorials
- participate in the test phases of setting up customer support processes
- generally improve customer experience
- creating and translating customer knowledge base

*
About You*
*
Weve met before
- Previous experience of using ResDiary (or another TMS) in a supervisory or management role in a hospitality/F&B setting is valuable experience for this role. Experience of providing training in any capacity will be of added value too
*
Youre good with people.* Youll be communicating directly with our customers and other ResDiary team members over different departments, locations and time zones, so you need to be a team player who can communicate well to both external and internal clients.
*
Youre flexible -* we are a dynamic business in an ever-changing industry, and that means having a good degree of flexibility is needed
*
Youre driven to exceed customer expectations, *with the very highest levels of professionalism and service, as part of a supportive and friendly team.
*
Knowledge and Experience*
**Essential**
- _Fluent in both verbal and written French_
- _Minimum 2 years in a similar or related position, supporting customers with a software/digital service_
- _Written and spoken French and English language to a professional level_
- _Experience working across timezones and with remote teams_
- _Minimum 2 years customer-facing experience in a hospitality environment at management/senior operations level_
- _Experience in face to face and/or telephone communication with the public_
- _Computer literate and working knowledge of Microsoft Office Suite or equivalent_

**Preferred**
- _Upwards of 2 years customer-facing experience in a hospitality environment at management/senior operations level_
- _Additional languages beneficial_

*
Required Competencies*
- _Ability to problem solve_
- _Ability to work as a team and independently_
- _Good organisational skills, prioritization, and timekeeping_
- _Patience and flexibility in the face of changing team priorities_
- _Strong written and oral communication skills_
- _Ability to empathise with frustrations of system users_

*
Please note: *
It is necessary that you possess all necessary authorisations to live and work in the UK on a permanent basis.
*
Some more reasons to work with us*

*
A close, friendly team of co-workers
- Opportunities for progression and learning new skills
- Choose a book every month in our Library Project
- Employee Assistance Program
- Cycle to Work scheme
- Enhanced Holidays

*
Benefits after successful completion of probationary period*
- 5% employer contribution pension scheme after 3 months of employment
- Private Health care

**Job Types**: Full-time, Permanent

**Salary**: £24,000.00-£25,000.00 per year


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