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Provide excellent customer support to hotel clients using Cloudbeds software, resolve issues, build relationships, and contribute to product improvements.
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Customer Support Coach
Marketing Operations Specialist
Job Location
Job Summary
Assist and support hotel properties using Cloudbeds software. Resolve customer complaints via various channels, troubleshoot issues, maintain relationships, gather feedback for future releases, use training materials, create tutorials, attend online training. Requires 1+ years hospitality experience, fluent in English and Thai.
What You Will Do:
Assist and support our existing customers (hotel properties) daily in the use of our software in English or Thai
Resolve customers' complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
Troubleshoot and make outbound calls for escalated issues when necessary
Cultivate and maintain an excellent relationship with customers to build client loyalty/retention and promote increased usage and adoption of the software
Gather customers' feedback and requirements for future releases of the software
Use training materials to keep up-to-date with the latest system's updates
Help create new tutorials as needed by contributing content to the database of support articles
Attend company-wide online training sessions
Key Competencies include:
Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
Able to lead to multiple personality types
Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success
The ability to multitask and cope with change, in a fast-paced working environment
You’ll Succeed With:
1+ years of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager or similar roles
Previous experience in customer service or similar is a plus
Native or Fluent in English
Native or fluent Thai
Excellent communication skills and a positive attitude
Excellent problem-solving skills and emotional management
Great levels of learning agility
Compatible graduation course or more than 2 years of proven experience in the area
Skill with computers and systems
Excellent internet/wifi connection
Note: This is a remote position that can be done anywhere
*ATTENTION: PLEASE SEND YOUR CV IN ENGLISH!*
