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Customer Support
4 meses atrás
You love to provide service to our partnersThe Customer Support & Onboarding Specialist is an integrated part of our commercial team and with the main objective to provide our partners with the best possible service and commercial solutions. The team is responsible for all onboarding and supporting requests that are needed from all of our lodging partners within the proprietary NextPax system, and our integrated distribution partners.
The Customer Support & Onboarding Specialist will coordinate and manage all onboarding projects and support tickets received. This includes working with various hospitality companies, online-travel distribution companies, and other NextPax team members. This person uses their knowledge and expertise to effectively build and audit client properties, then support/resolve any issues thereafter. The person ensures the lodging properties (vacation rentals, hotels, etc.) are built, synchronized, and operating correctly.
Job Description● Coordinate and assign onboarding tickets and customer support tickets to be worked according to our internal processes.● Track daily progress for onboarding and support tickets & ensure service goals are met● Coordinate with management on prioritization of onboarding tickets, support tickets, etc.● Onboard property managers and other lodging companies onto NextPax and other third-party systems● Work support tickets received from customers, channels, and partners● Communicate with other lodging companies, distribution platforms, and internally through a virtual phone, email, chat applications, and other means● Resolve client concerns in a quick and professional manner● Resolve service tickets related to connectivity, booking errors, channel policies, content changes, or improvement (this can vary greatly depending on the needs of the company)● Develop a strong relationship with internal and external teams● Assist team members from all departments with any onboarding and customer-support needs
Abilities● Ability to analyze and organize within internal processes.● Able to keep track of many projects and keep the workflow synchronized and prioritized correctly● Self-motivated with high attention to detail● Exceptional problem-solving skills● Strong written and verbal communication skills in Brazilian Portuguese and English● Ability to thrive in a fast-moving and multifaceted environment● Professional "get it done" attitude and work ethic● Above average analytical skills with the ability to collect, organize, analyze, and disseminate significant amounts of information with attention to detail and accuracy● Must be able to coordinate assignments with others, work independently and with a team● Strong personal accountability and commitment to excellence● Experience using professional web-based applications. HubSpot experience is an advantage.● Familiarity with the Google Suite and MS Office product suite● Innate ability to learn new technical skills and abilities.
Education and Experience● At least 2 years experience in client-facing role (technical support type roles a plus)● Two or more years of experience in managing workflows, assigning support tickets/projects to a team, and keeping everything organized● Experience working within a cross-departmental type of role● Experience with inputting large amounts of data, or checking large amounts of data forinconsistencies● Ability to communicate diligently and effectively● Previous work in a SaaS/technology environment a plus● Experience in the travel, hotel and/or vacation rental industry● HubSpot experience is a plus.
The offerThe Customer Support & Onboarding Specialist will report to the Global Manager, working closely with technical and/or commercial teams of all major online travel companies like Booking.com, Airbnb, Expedia, Trip.com, Google, Marriott, Vrbo and so on.
Full-time (40 hours a week);International work environment;Personal growth and challenging work with endless possibilities;Great industry;Fantastic colleagues.
Working for NextPax means working closely with technical and commercial teams of all major online travel agents like Booking.com, Airbnb, Google, Marriott, Expedia, Vrbo, and so on.
About NextPax:Over the years, NextPax has seen rapid growth to become a leading channel manager specializing in providing seamless, two-way connections between property management systems and distribution channels worldwide.
We’ve been able to work with some of the largest partners in the world, which provided our team with a wealth of experience. We’ve come to understand, from an inside perspective, the competitive demand of the market, and the subsequent need for enhanced automation and conversion.
If you are a highly motivated and results-oriented individual with a proven track record of success in Customer Support, we encourage you to apply.
