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- Tasks: Assist clients with queries and ensure a seamless user experience.
- Company: HotStats offers unique benchmarking services for hotels worldwide, enhancing operational insights.
- Benefits: Enjoy a dynamic work environment with opportunities for growth and recognition.
- Why this job: Be a key player in a small team, making a real impact on customer satisfaction.
- Qualifications: Bachelor's degree or equivalent experience; strong IT and analytical skills required.
- Other info: Opportunity to cover senior roles and contribute to critical company functions.
The predicted salary is between 28800 - 43200 £ per year.
Reporting to the Senior Customer Service Specialist and with a dotted line to the Senior Renewals Specialist, the Customer Service Specialist is responsible for providing a seamless user experience for HotStats clients. The Customer Service Specialist plays an essential role in managing and fulfilling customer requests in a timely manner, with the goal of increasing customer satisfaction and loyalty.
Skills / Competencies:
- Bachelor's degree from an accredited college or university, or equivalent combination of education and experience
- Understanding of hotel operations and P&L statements
- Knowledge of the USALI a strong plus
- High levels of numeracy, data analysis and analytical skills
- Excellent organization and time management skills
- Demonstrated, professional appearance and presentation
- Sound technical knowledge of Excel spreadsheet functionality
- Demonstrated organization and coordination skills and ability to meet deadlines
- Demonstrated strong oral and written communication skills
Motivation:
- Wants to progress in a challenging customer facing environment.
- Is not afraid of hard work.
- Does not want to find themselves lost in a large corporate team but wishes to be highly visible in a small one.
- Wants to be a key contributor to a critical function within the company and be recognised for that contribution.
Job Functions and Tasks:
- Action assigned support tickets for the relevant region (EMEA, APAC, or Americas) and assist with queries, requests, or complaints received by other departments.
- Promptly address customer requests as per our SLA (Service Level Agreements).
- Support the Customer Success team by proactively maintaining customer support initiatives as well as an accurate account of customer interactions in HotStats CRM (HubSpot) through tickets.
- Support new customers through the onboarding process by creating users, competitive sets and hierarchies as specified by the Customer Success team brief.
- Support the Customer Success team customer reviews by creating user accounts, sets and company hierarchies as briefed.
- Create user accounts and sets when prompted by customer requests.
- Provide customer support through email, video conferencing or phone calls.
- Create set exports and set counts for current clients to make sure they are being invoiced properly.
Secondary:
- Support the Senior Renewals Specialist in maintaining subscription renewals, invoicing, debt collection and associated tasks.
- Amend customer competitor sets affected by loss of hotel data contribution.
- Cover the Senior Renewals Specialist role in their absence.
- Cover the Senior Customers Service Specialist role in their absence.
- Work with the Senior Customers Service Specialist and the Senior Renewals Specialist to identify, document and track enhancement requests for all HotStats products as evidenced by support interactions with customers.
General:
- Carry out assigned projects to the highest standards and in the most efficient way.
Company Profile:
HotStats provides a unique profit and loss benchmarking service to hoteliers from across the globe, which enables monthly comparison of hotels' performance against their competitors. It is distinguished by the fact that it provides in excess of 500 performance metric comparisons covering 70 areas of hotel revenue, cost, profit and statistics providing far deeper insight into the hotel operation than any other tool. The HotStats database currently totals over million hotel rooms worldwide; and HotStats is growing continuously. HotStats also provides a suite of market intelligence reports to support developers' and investors' decisions in the industry. HotStats has developed management information tools for the hospitality sector. And its tools are unlike any other.
Customer Service Specialist employer: Duetto
Contact Detail:
Duetto Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Specialist
✨Tip Number 1
Familiarise yourself with hotel operations and P&L statements, as this knowledge is crucial for the Customer Service Specialist role. Consider researching common challenges faced by hotels and how data analysis can help improve their performance.
✨Tip Number 2
Brush up on your technical skills, especially in Excel and CRM systems like HubSpot. Being proficient in these tools will not only help you stand out but also enable you to perform your tasks more efficiently once you're in the role.
✨Tip Number 3
Demonstrate your strong communication skills during any interactions with us. Whether it's through emails or video calls, showing that you can convey information clearly and professionally will be key in a customer-facing position.
✨Tip Number 4
Show your enthusiasm for working in a small team environment. Highlight your desire to contribute meaningfully and be visible within the company, as this aligns perfectly with what we are looking for in a candidate.
We think you need these skills to ace Customer Service Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Service Specialist role. Emphasise your administration skills, IT technical capabilities, and any experience in hotel operations or customer service.
Craft a Compelling Cover Letter: Write a cover letter that showcases your motivation for the role and how you can contribute to the team. Mention specific examples of how you've successfully managed customer requests or improved customer satisfaction in previous roles.
Highlight Technical Skills: Since the role requires sound technical knowledge of Excel and CRM systems, be sure to mention your proficiency in these areas. Provide examples of how you've used these tools effectively in past positions.
Showcase Communication Skills: As strong oral and written communication skills are essential for this position, include examples of how you've effectively communicated with customers or colleagues. This could be through email, phone calls, or video conferencing.
How to prepare for a job interview at Duetto
✨Understand the Company and Its Services
Before your interview, take some time to research HotStats and its unique profit and loss benchmarking services. Understanding their offerings will help you articulate how your skills can contribute to enhancing customer satisfaction.
✨Showcase Your Technical Skills
As a Customer Service Specialist, you'll need strong IT technical capabilities. Be prepared to discuss your experience with Excel and any CRM systems you've used, especially HubSpot, as this will demonstrate your readiness for the role.
✨Demonstrate Your Customer Service Experience
Prepare examples from your past roles where you've successfully managed customer requests or complaints. Highlight your ability to meet deadlines and maintain high levels of customer satisfaction, as this is crucial for the position.
✨Exhibit Strong Communication Skills
Since the role involves interacting with clients through various channels, practice articulating your thoughts clearly and professionally. Be ready to discuss how you handle difficult conversations and ensure a seamless user experience.
