Position type and expected hours of work: full time, flexible timetable depending on the market and client needs.
On a daily basis: Monday-Thursday 09.00-18.00 (one-hour lunch break), Fridays 09.00-14.00. Occasionally overtime will be required due to events, important calls or meetings.
EU Customer based: 9:00 - 18:00
US Customer based: 12:00 - 21:00
Working with rotating shifts, we occasionally ask for you to work until 10pm when needed - including Fridays.
Role Overview:
The Business Support Specialist will provide an accurate and outstanding customer experience to Rentals United clients and partners online or via telephone.
How will you do that? Customer Support (70%):
Acknowledge, investigate and provide solutions on tier 1 technical issues, invoicing issues, business requests.Troubleshoot. Being able to systematically break down an issue to identify the root cause.Analyze, identify and categorize technical issues.Understand how information travels between partners of Rentals United depending on the connection/integration.Make sure the customers understand how to use the Rentals United features, tools, functionalities.Be able to provide the customers with advice on how to prevent issues (not only solve them).Track and check tickets from clients and partners, escalating when necessary.Management of critical cases and escalate them if it is required.Work closely with other areas and departments (sales, KAMs, Onboarding) and with our IT Support development office in Warsaw.Automations and Emails:
Reporting on all Automation Email PerformanceCalendarizing all communications, either following the current process or changing it, making sure this is as efficient as possible.Constant optimization of this communication. You have the responsibility to meet performance benchmarks for all types of emails.Relationship management & Retention (15%):
Develop and maintain collaborative relationships with key clientsEstablish and maintain active and constructive relationships with other teams in the organization to achieve better resultsTake feedback from customers and share it with support teamsManage a portfolio of small client accounts (10-19 properties) or (MMR classification)
Investigation & innovation (10%):
Proactive and resourceful by using the documentation and tools provided.Develop and improve our current service, bringing your own ideas.Data management (5%):
Work with different CRM systems (Zendesk & Hubspot) and organize the daily records in order to keep the track of the full management cycle.KPI's for your role: First Time Reply, Full Resolution Time, MRR Retention, CSAT, NPS.
Required education and experience :
Proficiency in English + second language business level (1 of 4 RU main langs)Technical backgroundKnowledge of Google Suite mainly for reporting and documentationUnderstanding of Vacation Rental Business, Property Management Software, Vacation Rental Sites, or Online Travel agencies
Required attributes: High energy levelHigh self-confidenceHardworkingSelf-motivatedHigh perseverance mindsetAchievement and result orientedGood communication and listening skillsWhat we offer you: A dynamic and multicultural environment, with more than 15 nationalities to meet.Clear opportunity to develop a complete career with us.Friendly environment. We don't understand work without a team. We love to organize different fun activities and events together.Leave the suits at home - Be you at RU!We support the work-life balance of our colleagues. Autonomy, flexibility and of course, our working from home scheme.Early finish on Fridays (2 pm).Competitive fixed salary + bonus for target achievement.Flexible Wage options or Benefits applicable to your country*
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