Customer Success Specialist

3 tygodni temu

Katowice, Silesia, Polska Shiji Group Pełny etat

Company Description:

Shiji Group provides software solutions and services for the hospitality, food service, retail, and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution, and more.

Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants, and 600,000 retail outlets.

Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Job Description

Job Mission: Improve the adoption and usage of the company's products and maintain revenue growth targets by providing excellent customer support and maintaining healthy relationships with our current and future customers in an environment where every staff member is passionate about going the extra mile.

Interaction: This position has daily interactions with senior management, hotels & distribution partners (clients), team members, and various critical departments within the organization. In many cases, interactions with both internal and external parties will be at mid and upper management levels.

Key Areas of Responsibility:

  • Provide first & second level customer support.
  • Interact closely with Level 3 and Level 4 support in a Follow the Sun environment.
  • Meet client retention goals.
  • Ensure full training for internal teams.
  • Maintain a process of industry knowledge training for all teams.
  • Maximize revenue potential with all customers.
  • Inform customers about new products and product features.
  • Monitor customer usage and performance, and proactively engage customers to maximize the same.
  • Create and maintain win-win relationships with new and existing customers.
  • Update the CRM & Service Management systems with appropriate information.
  • Track changes on issues.
  • Input and update information on customer conversations and issues.
  • Measure and report internal and external performance.
Qualifications
  • Minimum of 3 years work experience as a customer service agent for a level 1 call center focusing on supporting 24/7 Software-as-a-Service solutions preferably in the international hotel, travel, or hospitality space.
  • Strong analytical, organizational, communication, and people skills required.
  • Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
  • Ability to adapt quickly to new technologies, products, and procedures.
  • Professional "get it done" attitude and work ethic.
  • Fluent in English.
  • Proficiency in spoken Chinese/French/Spanish/Italian.
  • ITIL Service Management fluency preferred.
Additional Information

What benefits do we offer?

Health & Safety:

  • Private medical care with dentists package for you and your family.
  • Group life insurance for you and your partner.
  • Multisport card included in the MyBenefit package.

Working conditions & Development:

  • Dell laptop, keyboard, mouse, wireless headphones, and monitor.
  • 40 hours for development during work time.
  • Free access to group language lessons.
  • Udemy platform.
  • In-house workshops, training sessions, or meet-ups.

Extras you may like:

  • MyBenefit cafeteria and 500 (or 310 depending on your choice of other benefits) points per month to be used in vouchers.
  • Referral bonus if you refer a new employee (6500 PLN gross or more, depending on the position).
  • Free parking 3 minutes from the office or shared underground parking (can be reserved - first come, first served).
  • Subsidy for the purchase of glasses (300 PLN/year).
  • Chill room with table football & PlayStation.
  • Free snacks (every day).
  • Team building events.

You can apply by sending your CV by Apply Now or to the Recruiter Dominika Żłobicka.

Please don't forget to put the clauses you accept in your resume:

I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for.

I agree to the processing of my personal data by Shiji Poland Sp. z o. o. for the needs of future recruitment.

We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

#J-18808-Ljbffr

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