Job title: Business Support Specialist
Department: Customer Success
Reports to: Business Support Team Lead
Position type and expected hours of work: full time, flexible timetable depending on the market and client needs.
On a daily basis: Monday-Thursday 09.00-18.00 (one-hour lunch break), Fridays 09.00-14.00. Occasionally overtime will be required due to events, important calls or meetings.
EU Customer based: 9:00 - 18:00
US Customer based: 12:00 - 21:00
Working with rotating shifts, we occasionally ask for you to work until 10pm when needed - including Fridays.
Role Overview:
The Business Support Specialist will provide an accurate and outstanding customer experience to Rentals United clients and partners online or via telephone.
How will you do that?
Customer Support (70%):
- Acknowledge, investigate and provide solutions on tier 1 technical issues, invoicing issues, business requests.
- Troubleshoot. Being able to systematically break down an issue to identify the root cause.
- Analyze, identify and categorize technical issues.
- Understand how information travels between partners of Rentals United depending on the connection/integration.
- Make sure the customers understand how to use the Rentals United features, tools, functionalities.
- Be able to provide the customers with advice on how to prevent issues (not only solve them).
- Track and check tickets from clients and partners, escalating when necessary.
- Management of critical cases and escalate them if it is required.
- Work closely with other areas and departments (sales, KAMs, Onboarding) and with our IT Support development office in Warsaw.
Automations and Emails:
- Reporting on all Automation Email Performance
- Calendarizing all communications, either following the current process or changing it, making sure this is as efficient as possible.
- Constant optimization of this communication. You have the responsibility to meet performance benchmarks for all types of emails.
Relationship management & Retention (15%):
- Develop and maintain collaborative relationships with key clients
- Establish and maintain active and constructive relationships with other teams in the organization to achieve better results
- Take feedback from customers and share it with support teams
- Manage a portfolio of small client accounts (10-19 properties) or (MMR classification)
Investigation & innovation (10%):
- Proactive and resourceful by using the documentation and tools provided.
- Develop and improve our current service, bringing your own ideas.
Data management (5%):
- Work with different CRM systems (Zendesk & Hubspot) and organize the daily records in order to keep the track of the full management cycle.
KPI’s for your role:
First Time Reply, Full Resolution Time, MRR Retention, CSAT, NPS.
Required education and experience:
- Proficiency in English + second language business level (1 of 4 RU main langs)
- Technical background
- Knowledge of Google Suite mainly for reporting and documentation
-
Understanding of Vacation Rental Business, Property Management Software, Vacation Rental Sites, or Online Travel agencies
Required attributes:
- High energy level
- High self-confidence
- Hardworking
- Self-disciplined
- Self-motivated
- High perseverance mindset
- Achievement and result oriented
- Good communication and listening skills
What we offer you:
- A dynamic and multicultural environment, with more than 15 nationalities to meet.
- Clear opportunity to develop a complete career with us.
- Friendly environment. We don’t understand work without a team. We love to organize different fun activities and events together.
- Leave the suits at home - Be you at RU!
- We support the work-life balance of our colleagues. Autonomy, flexibility and of course, our working from home scheme.
- Early finish on Fridays (2 pm).
- Competitive fixed salary + bonus for target achievement.
- Flexible Wage options or Benefits applicable to your country*
