Customer Support Representative

FindHotel - contract

Netherlands

03 Sep

Applicants must reside in: United States

Will you join us on a journey to disrupt the trillion-dollar travel industry? We are looking for the best and brightest who share our passion for travellers, data and product.

FindHotel believes travel is the one thing that really opens minds to new ideas, cultures and ways of thinking. Our mission is to get every traveller in the world the best accommodation deal. From adventure to honeymoons and family vacations, we genuinely care that every traveller can make the best-informed accommodation choice at the absolute best conditions for every trip.

We are growing fast and looking for a customer support representative to join us in becoming a global travel category leader. Help us assist our users as they are on their way to their honeymoon, weekend getaway or the next business meeting. You’ll be on the front line of communication with our valued customers, and will be responsible for ensuring that their experience is delightful and exceeds their expectations. In addition, you’ll be able to embody the customers’ feedback, pain points, successes and failures, and be able to translate and collaborate on those with our product teams, business development managers, and whomever else necessary within FindHotel, to ensure we consistently exceed expectations.

The position is part-time and expected to be around 20 hours a week including weekends. Option to expand to a full-time job in the future.

What you will be doing/responsibilities

  • Communicate with customers via email, phone and chat
  • Liaise with stakeholders within and outside of the company to assist users and help fulfill their booking
  • Develop support best practices to make sure we keep improving our level of service
  • Assist colleagues as they respond to users (FindHotel employees are encouraged to communicate with customers)
  • Be the champion of our customers; they are your main stakeholder

Experience

  • Experience in customer-facing roles
  • Proven ability to provide excellent service in a dynamic environment
  • Experience working with external providers/vendors to ensure service to customers – a huge plus
  • Excellent, fluent, native English, both written and verbally
  • Natural consultative skills, with the ability to offer confident recommendations
  • Sufficient geography knowledge
  • Resilient and composed under pressure and constantly-evolving circumstances
  • Ability to work at flexible hours during waking-hours (Mountain or Pacific Time Zone) and on alternating weekends

Why join now?

  • This year we will be helping +1M customers around the world find better hotel deals, using data, transparency & industry-leading features.
  • We are in fast-growth mode and have been growing bookings by +100% Year-Over-Year for the past two years and plan to continue doing so in the coming years.
  • From our beginnings as an organisation that excelled in User Acquisition, we have grown into an Engineering and Product-driven organisation. Our independence and the maturity that we have achieved in terms of User Acquisition, Engineering and Product enables us to build customer-centric features that nobody else in the industry will.

Salary and Perks

  • Plenty of chances to learn and grow – you’ll be surrounded by some of the brightest minds in the industry, be part of a culture which values sharing knowledge every day.
  • A profitable company with fast growth and a great scale opportunity.
  • A competitive compensation package + perks and benefits
  • You will be part of a highly international team in a fun work environment.

About FindHotel

Hotel Deals at Global Scale.

FindHotel is the first hotel booking marketplace. In the last 12 months we helped travellers book 1 million nights, while growing profitably at +100% a year, a unique achievement in the accommodation industry today.

Our mission is to improve the metasearch model and evolve it into a true booking marketplace, building the best place for customers to find and book a hotel (deal).

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