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Houst

Client Success Executive

Cape Town , South Africa
full-time

AI overview

Provide exceptional multi-channel customer service and drive solutions in a dynamic role, enhancing customer satisfaction and retention for Houst.

Step into the role of a Client Success Executive, where you’ll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you’ll navigate customer inquiries across various channels - email, phone, and chat- tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking.

Key responsibilities of the role:

  • Provide unparalleled customer service via telephone, email and WhatsApp, ensuring our clients and guests feel valued and supported.
  • Elevate as the point of escalation from HostSupport, resolving issues with the utmost satisfaction.
  • Onboard new properties, simplifying complex information for diverse customers.
  • Collaborate with cross-functional teams to uncover optimal solutions, resolve queries and champion resolution claims.
  • Spot and leverage opportunities to enhance customer retention and satisfaction.
  • Harness your decision-making prowess to determine refunds and goodwill gestures using logic, company procedures, and market insights.
  • Contribute innovative ideas to enhance processes and elevate the overall experience for Houst customers and guests.
  • Champion the customer cause, forging commercially successful partnerships.
  • Manage your delegated inbox with finesse and oversee the project management of cases, ensuring a seamless and efficient workflow.

Requirements

Key Skills

  • 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 the box and find creative ways to solve problems.
  • A working understanding of vacation rentals.
  • Confidence in decision-making and owning your cases.
  • Previous experience with G-Suite.
  • Well organised with the ability to multi-task and prioritise workload.

Benefits

  • 23 days paid holiday days (plus public holidays)
  • An extra day off for your birthday - because who wants to work on their birthday?
  • Employee discounts – at heaps of restaurants, shops, gym memberships, cinema tickets and more
  • Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
  • Laptop - for business use

Working hours: 09:00- 18:00 GMT

Salary: R12,000- R18,000 per month (dependent on experience)

Perks & Benefits Extracted with AI

  • Business use laptop: Laptop - for business use
  • Paid Time Off: 23 days paid holiday days (plus public holidays)
Houst

We’re Houst, a property management company. Our mission is to make Houst the global home of hosting. We’ve signed up thousands of happy hosts, helping them to make over £115,000,000 in earnings. The business has expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. We have three types of customers (hosts, guests and cleaners), we built the Houst product for our hosts. From holidaymakers to full-time landlords; host happiness is central to everything we do.

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Salary
R12 000 – R18 000 per month
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