Customer coach (apac) - remoteCloudbeds

Cloudbeds is the fastest-growing hospitality management suite in the world, providing tools to manage independent properties of any type and size. We make award-winning cloud-based hospitality software that's trusted by more than 20,000 hotels, hostels, inns, and alternative accommodations in over 157 countries. Our 400+ team members are distributed across over 40 countries and altogether we speak 40+ languages. How do we do it? On a #remotefirst platform that allows every member of our team to work from wherever they are around the globe. We're looking for people who want to disrupt the travel industry and love to travel as much as we do.
We're looking for Customer Coaches who want to disrupt the travel industry and love to travel as much as we do. As a Customer Coach, you will make our company motto of "more reservations, happier guests" a reality by providing outstanding hospitality support to our customers around the world.
Location: Remote
Working Shift:
1) 23:00-08:00 UTC Timezone
2) 04:00-13:00 UTC Timezone
What You Will Do:
Assist and support our existing customers (hotel properties) daily in the use of our software in English
Resolve customer complaints/questions via phone, email, chat, or any other media that Cloudbeds uses to help customers
Troubleshoot and make outbound calls for escalated issues
Cultivate and maintain an excellent relationship with clients to build client loyalty/retention and promote increased usage and adoption of the software
Gather client feedback and requirements for future releases of the software
Use training materials to keep up-to-date with the latest system updates
Help create new tutorials as needed by contributing content to the database of support articles
Help create and/or translate new tutorials as needed by contributing content to the database of support articles
Attend company-wide online training sessions
Key Competencies include:
Product Delivery Expertise: Capability to clearly communicate the product(s) and brand to clients
Able to lead to multiple personality types
Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
Communication and Emotional Intelligence: Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.
You'll Succeed With:
1+ year of hospitality experience in hotels, hostels, BNBs or similar with Front Desk, Night Auditor, Revenue Manager, General Manager, or similar roles
Previous experience in customer service or similar is a plus
Fluent English
Native or fluent Spanish and/or Portuguese is a plus
Excellent communication skills and a positive attitude
Excellent problem-solving skills and emotional management
Compatible graduation course or more than 2 years of proven experience in the area
Skill with computers and systems
Excellent internet/wifi connection
Note: This is a remote position that can be done anywhere
Note: This is an entry-level position
Note: People with disabilities are welcome to apply
Our company culture supports flexible working schedules with an open Paid Time Away policy and gives all team members the opportunity to travel and work remotely with great people. If you think you have the skills and passion, we'll give you the support and opportunity to thrive in your career. If you would like to be considered for the role, we would love to hear from you!
Company Awards to Check Out!
Fastest Growing Companies | Inc. 500 (2018 & 2019)
Best Places to Work | Inc Magazine (2017 & 2018)
Best Places to Work | HotelTechReport (2018, 2019, 2020, 2021)
Start-Ups to Watch | Forbes (2018)
Best Startup Employers | Forbes (2020)
Technology Fast 500 | Deloitte (2020)
Top 100 North America | Red Herring (2020)
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Cloudbeds

Manila City, Metro Manila
Permanent
Full-time