Client Success Agent

2 weeks ago

Brighton and Hove, United Kingdom Houst Full time

We are Houst. A professional management service for properties. Our mission is to make Houst the global home of hosting. We’ve grown fast. Since launching in 2015 (as Airsorted), we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide - we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do. Your mission to free people to make more of themselves and its vision to unify the market making Houst the global home of hosting. You are the voice of Houst. Point of contact to our clients and guests to a variety of complex enquiries. You will work with complex and not always standard issues so thinking out of the box, troubleshooting, outstanding communication skills and logical thinking is a must. Ultimately, the focus of the Service Delivery team is to answer all inbound communication quickly and to a defined high standard - our host support team is always acting in the best interest of the host and the guest. Primary Responsibilities: - Be a point of escalations from Host Support and resolve issues to a highest possible satisfaction. - Explain complex information in a simple way to a variety of customers. - Work with other teams to find best solutions, resolve queries, and lodge resolution claims. - Identify and use opportunities to increase customer retention and satisfaction. - Feel empowered to make a decision on refunds and good will gestures using logic, company procedures and market knowledge. - Contribute ideas to further improvement of processes and overall experience of Houst customers and guests. - Be a mentor and role model to junior team members. - Lead the shift when the team leader isn't present. - Handling escalations and complaints within your tier and providing support to Team Leader. - Managing inboxes and delegating cases. **Requirements**: - Team player with superb written and verbal communication skills. - Preferable previous experience in customer service environment or account management. - 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 a plus - Confidence in decision-making and owning your cases. - Previous experience working with Salesforce CRM is a plus. - Previous experience with G-Suite - Well organised with the ability to multitask and prioritise workload. - Work 5 days a week 9am - 6pm with occasional weekend shifts if required

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