Client Success Executive (French Speaking) at Houst

About the role:

The Client Success Executive works with complex and not always standard issues so thinking out of the box, troubleshooting, excellent 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.

Responsibilities:

• Provide world-class service to Houst Customers and guests via telephone, email and Whatsapp.
• Be a point of escalations from Host Support and resolve issues to a highest possible satisfaction.
• Onboarding new properties.
• 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 a CRM is a plus.
• Previous experience with G-Suite.
• Well organised with the ability to multitask and prioritise workload.