Houst

Graduate Client Success Executive

Houst are looking for their next Client Success Executive in Edinburgh

Description

We’re Houst. Our mission is to make Houst the global home of hosting. You Champion Houst’s mission to free people to make more of themselves and its vision to unify the market making Houst the global home of hosting. You are the voice of Houst. Point of contact to our clients and guests to a variety of complex enquiries.

The Client Success Executive is responsible for providing world-class service to Houst Customers by resolving customer inquiries through multiple contact channels such as email, phone and chat. As a Customer Support professional, you are successful when: you consistently provide exceptional customer service to our clients and guests, and do it efficiently. 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.

Primary Responsibilities:

Provide world-class service to Houst Customers and guests via telephone, email and Whatsapp.

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. Handling complaints within your team 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. Well organised with the ability to multitask and prioritise workload.
  • Shift pattern Thursday-Monday 9-6pm UKI hours with occasional weekend.


Benefits

  • Enviable company culture – we’ve put time into getting our work culture just right. Regular team social events, company-wide recognition of outstanding work.
  • Hybrid Working
  • 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
  • MacBook – For business use
  • 25 days paid holiday (plus public holidays) – plus an extra day off on your birthday (because who wants to work on their birthday
  • £20k - 23k per anuum

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