Overnight Customer Support Representative - Bilingual (Hybrid, Mexico City Office)

*This position is set to start on October 28, 2024 for training out of our Mexico City office*

*This is for an overnight shift to start, however your schedule may change based on business needs*

With millions of diners, tens of thousands of restaurants, and 23+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a unique insight into the world of hospitality. We champion restaurants, bars, wineries, and other venues around the world, helping them attract guests, manage capacity, improve operations and maximize revenue.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global network that includes OpenTable and KAYAK's portfolio of travel brands including Swoodoo, checkfelix, momondo, Cheapflights, Mundi and HotelsCombined.

Hospitality is all about taking care of others, and it defines our culture. You’ll work in a welcoming and inclusive environment, and get the benefits, flexibility, and support you need to succeed.

OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have a curiosity about connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.

The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!

Please note we can only consider candidates who are able to speak and write Spanish and English.

In this role, you will:

Report to the Customer Support Supervisor, our Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service. (How cool that you might get to talk to someone in Australia?)

• Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with)
• Provide outstanding service
• Know your limitations and when you should ask for assistance
• Own the resolution to the problem; don’t leave the customer hanging
• Accurately and efficiently log all contacts in our CRM (Salesforce)

Shift Information:

Shifts will begin typically no earlier than 5:00 am PT and no later than 1:00 am PT, so overnight work may be required. During peak times/seasons, we may request that you work some overtime, but we’ll always plan ahead to accommodate schedules as best we can. If a regularly scheduled working day falls on a holiday, you may also be required to work, at an increased hourly rate.

Please apply if:

• You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience)
• You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there)
• You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions
• You love to tackle problems
• You speak both fluent English and Spanish. You will be required to speak regularly with our Spanish-speaking customers. You must also be able to write in English and Spanish for Digital communications.
• You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up
• Value your integrity, and respect the trust our customers place in OpenTable’s products/ brands and would never lie to our clients just to make them happy
• You enjoy the flexibility and challenges that come with a script free environment
• You use your experience and personality to provide excellent service
• You are not only receptive to feedback, but you actively seek it, and look for ways to implement it

Experience Needed:

• Excellent social skills, with a bias towards customer service
• You have Strong communication skills: active listening, writing/typing, informal communications
• Restaurant/ hospitality experience (or even just being a “foodie”) preferred
• You have 1+ year’ experience providing customer support, by phone, email, chat, preferably in a software support environment
• Have experience using current Microsoft Windows and Apple operating systems
• You hold knowledge of iOS and Apple Hardware

Diversity, Equity, and Inclusion

OpenTable aspires to be a workplace that reflects the diverse communities we serve and a culture that is inclusive and welcoming. Hiring people with different backgrounds, experiences, perspectives, and ideas is critical to innovation and to how we deliver great experiences for our users and our partners. Representation matters.

We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job responsibilities, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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