Technical Guest Support Advisor

Supporting a corporate hotel chain and guest wifi services

• Some technical mental aptitude or experience (baisc level)
• Excellent customer service personality and empathy
• Some Customer Service or Customer support exp. (Hotels, retail, tech support, Customer service)
• Motivated and a team player attitude and desire to learn and grow

Wonderful maturing SaaS / Tech business with amazing growth over the last decade! - Young, dynamic team, great people - Global business, modern and polished with ace values.

Wonderful opportunity to take your game to the next level over the next 12-18months, speak to Chloe @ Duval to see how you fit into this ace business!

Apply today speak to Chloe or Kaylie for all the details.

The Role:

You’ll also handle technical queries from our customers and partners so some knowledge of technology would be an advantage.

Additionally, you will play a crucial role in sharing feedback across the business to help improve our product and service.

Responsibilities:

• Address customer queries promptly via phone, email, chat, or in-person; managing multiple customer interactions simultaneously while maintaining a high standard of service and providing accurate and comprehensive information regarding products or services, troubleshooting issues and processing refunds.
• Manage and resolve customer complaints in a professional and effective manner; escalate appropriately to ensure timely resolution.
• Maintain an in-depth knowledge of the products or services of both Purple and our partners to provide informed assistance and promote their benefits.
• Record full details of customer interactions, transactions, and complaints.
• Accurately categorising issues raised.
• Provide basic technical support for products or services as needed.
• Identify opportunities to enhance customer experience and provide proactive advice or solutions.
• Gather customer feedback and insights to help improve products, services, and overall customer experience.
• Work closely with other departments, such as Sales, Marketing, and Technology, to ensure customer needs are met and issues are resolved efficiently.
• Participate in training sessions to improve product knowledge, customer service skills, and compliance with company policies.
• Meet or exceed performance metrics related to customer satisfaction, call handling time, response time, and resolution rates.
• Follow all company policies and procedures, as well as legal regulations relevant to the role.

We are looking for:

• Ability to articulate information clearly and effectively over the phone and in writing.
• Able to understand issues raised by end users in a variety of industries.
• Can provide thoughtful, patient support; handling and resolving issues calmly and efficiently.
• Will deliver a proactive approach to identifying needs and setting expectations.
• Able to think quickly and analytically; making decisions based on the information available in real-time, thinking creatively to resolve issues.
• A quick learner with an interest in technology, experience of CRM systems would be an advantage.
• Effective time management, prioritising tasks appropriately whilst handling multiple inquiries and issues simultaneously.
• Can build relationships with colleagues quickly, maintaining professionalism in all interactions.
• Flexible and willing to adapt to changes.
• Ability to understand technical information and be able to relay that to end users confidently.

Ace role with this Duval favourite client, get your applications to Chloe.