Customer success representativeKMC Solutions

We are looking for a talented Customer Sucess Specialist to join our team.
As a specialist in OTAs' connection you will need to assist the customers to connect Lodgify with the main reservation platforms integrated with Lodgify. You will need to learn how each connection's type works, know their features inside & out, becoming a connections expert. You will use that expertise to advise our customers how to successfully connect Lodgify with the other OTAs, allowing them to save time and money using our integrations.
Moreover, in case of connection's issues, you will take initiative in finding the root cause and solve it whenever possible, by investigating the problem while assisting the customers. You will also be in charge of collecting / escalating customers feedback to relevant departments. You may also help the support team with support requests.
What you will be doing:
Provide information and advice users on our connection's types
Proactively connect with clients to troubleshoot technical issues
Take appropriate action and provide guidance as needed to solve issues
Respond to incoming requests for assistance via email or phone
Ensure nothing but excellent service and a high level of customer satisfaction
Maintain client relationships through product support over the phone, chat, email and screen sharing
Report customers feedback/issues to relevant departments & follow up
What you have:
Availability to work shift:
Excellent English both written and spoken. Any other of the following additional languages would be of high value: Italian, Spanish or German.
Knowledge about the main OTA's, such as Airbnb, Booking.com, Homeaway/VRBO, and Expedia is a plus
Patience, strong attention to detail and logical thinking
Superb organization skills and able to handle multiple inquiries
Strong customer service skills with the ability to actively and effectively engage customers via phone/email and understanding their issues
Positive attitude and sense of responsibilities
Ability to deal with difficult situations with tact and proper judgment under pressure
Ownership & follow up
Love for technology
We are proud to have an international team that acknowledges a variety of backgrounds, perspectives and skills. At Lodgify, we celebrate diversity and difference, and we are strongly committed to building an inclusive environment for all our employees.