Client Success Executive (Cape Town Based) at Houst

About the role:

As a Client Success Executive, you will be responsible for providing world-class service. You will resolve customer inquiries through multiple contact channels such as email, phone, and chat. You will work with complex and not always standard issues, so thinking outside of the box, troubleshooting, excellent communication skills, and logical thinking are a must.

What you'll do:

• Provide world-class service to Houst customers and guests via telephone, email and WhatsApp.
• Onboard new properties; complete client meetings to get new hosts set up for success on our platform.
• Create and optimise listings for new properties on Airbnb
• Be a point of escalation and resolve issues to the highest possible satisfaction.
• Optimise occupancy and revenue for our hosts by making market driven decisions on pricing and listing optimisation
• Conduct in depth performance reviews using data analysis tools Identify and use opportunities to increase customer retention and satisfaction.
• Contribute ideas to further improvement of processes and overall experience of Houst customers and guests.

Requirements

• Preferable previous experience in customer service environment
• Proven ability to communicate complex technical problems
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making, proactivity and owning your work
• Previous experience working with a CRM
• Work 5 days a week 9AM - 6PM (UK Time) - (Monday to Friday work pattern shift)