Client Success Executive

⭐Who we are:

At Houst, we believe in the power of travel and how it can transform people's lives. Our mission is to make Houst the global home of hosting by freeing people to make more of themselves and unifying the market. We are looking for a Client Success Executive to join our team and champion our mission.

⭐About the role:

As a Client Success Executive, you will be responsible for providing world-class service to Houst Customers and guests. 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.

Primary Responsibilities:

• Provide exceptional customer service to our clients and guests via telephone, email, and Whatsapp.
• Be a point of escalation from Host Support and resolve issues to the highest possible satisfaction.
• Onboard new properties and explain complex information in a simple way to a variety of customers.
• Work with other teams to find the 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 goodwill gestures using logic, company procedures, and market knowledge.
• Contribute ideas to further improve processes and the overall experience of Houst customers and guests.
• Be a mentor and role model to junior team members.
• Lead the shift when the team leader is not present.
• Handle escalations and complaints within your tier and provide support to Team Leader.
• Manage inboxes and delegate cases.

Requirements

• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• 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 is 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.

Benefits

• Compensation: 165,000 - 180,000 ZAR.
• Enviable company culture – we've put time into getting our work culture just right.
• Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets, and more.
• Enhanced Parental Leave – Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender.
• Pension - We provide a pension scheme for all permanent employees, in line with government requirements.
• Laptop – For business use.
• An extra day off on your birthday (because who wants to work on their birthday?).