Customer Service Specialist

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:

This position will combine well developed administration skills with a strong IT technical capability.  The successful candidate will need to: 

• 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:

We are looking for a candidate who:

• 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 - 

The job duties include, but are not limited to the following:

Primary

• 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 effected 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.