Customer Support Consultant, English, French

🔥 8 minutes ago

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SupportYourApp

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🤝 B2B

☁️ SaaS

📡 Telecommunications

💰 Venture Round on 2017-10

B2B • SaaS • Telecommunications

SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.

📋 Description

• Deliver outstanding customer support via phone calls, chats, and emails; • Manage day-to-day guest communication and ensure a smooth guest experience; • Ensure the operational success of our guest services and maintain high levels of guest satisfaction; • Manage day-to-day guest communication, ensuring timely, professional, and consistent responses across various platforms; • Monitor and respond to messages during key hours, particularly around critical booking periods such as arrivals and departures; • Coordinate with cleaning and maintenance teams to ensure smooth operations, resolving any issues efficiently; • Handle guest concerns from start to full resolution, escalating when necessary to ensure guest satisfaction; • Use internal tools (Hostaway, Duve, Turno, AppSheet) to manage reservations, tasks, and guest information accurately; • Process booking modifications, including extensions, date changes, and special requests promptly; • Evaluate and manage refund requests in line with company policies and guidelines, following up to ensure timely resolution.

🎯 Requirements

• Excellent English and French skills (C1 for both spoken and written) • At least 6 months of experience in a customer support role • Strong analytical thinking and research skills • Experience in travel industry/hospitality • Positive, proactive and responsible attitude • Familiarity with internal tools such as Hostaway, Duve, Turno, AppSheet, or similar reservation and guest management systems • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)

🏖️ Benefits

• Flexible schedule • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time, but also – internal health policy • Responsive leadership interested in your development and long-lasting cooperation • Greenhouse conditions for self-development • A culture built on trust, with no time-tracking requirements