Weekend Client Success Executive

Step into the role of a Weekend Client Success Executive, where you’ll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you’ll navigate customer inquiries across various channels - email, phone, and chat- tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking. Salary: R180,000- R200,000 per annum Location: Cape Town, 2 office days a week Key responsibilities of the role: - Provide unparalleled service via telephone, email and WhatsApp, ensuring our clients and guests feel valued and supported. - Elevate as the point of escalation from HostSupport, resolving issues with the utmost satisfaction. - Onboard new properties, simplifying complex information for diverse customers. - Collaborate with cross-functional teams to uncover optimal solutions, resolve queries and champion resolution claims. - Spot and leverage opportunities to enhance customer retention and satisfaction. - Harness your decision-making prowess to determine refunds and goodwill gestures using logic, company procedures, and market insights. - Contribute innovative ideas to enhance processes and elevate the overall experience for Houst customers and guests. - Champion the customer cause, forging commercially successful partnerships. - Manage your delegated inbox with finesse and oversee the project management of cases, ensuring a seamless and efficient workflow. Requirements - Based in Cape Town, and comfortable working from the office 2 days a week - Team player with superb written and verbal communication skills. - Previous experience in a customer service environment or account management is preferable. - Proven ability to communicate complex technical problems in “customer-friendly” language. - Ability to think outside the box and find creative ways to solve problems. - A working understanding of vacation rentals. Confidence in decision-making and owning your cases. - Previous experience with G-Suite. - Well organised with the ability to multi-task and prioritise workload.