Service Desk Support

A Service Desk representative supports customers owners and property managers by providing information, answering questions, and responding to complaints and issues. They’re the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.

This role will also be required to perform the development of on operating procedures, support sales enquiries and provide admin support to the company.

Functions:
Maintaining a positive, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries.
Communicating with customers through various channels; email, phone, and live chat.
Acknowledging and resolving customer complaints, questions and issues.
Escalating serious complaints
Knowing the company’s products inside and out so that you can answer questions.
Processing orders, bookings, scheduling, forms, applications, and requests.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues to ensure the customer experience is easy and effective.
Providing feedback on the efficiency of the customer service process.
Keeping customer data up to date (phone number, email, website)
Development of operating procedures and enhancement the customer service desk
Support the sales process

Qualifications:
Digital literacy – High level computer literacy including the proficient use of a range of Microsoft applications.
Communication – Fluent English written and verbal communication.
World Class customer Service
Accurately follow instructions – Ability to consistently follow procedures to ensure tasks are carried out exactly as required.
Proactively manages his/her own work tasks and has the ability to work flexibly, switch between tasks and respond to multiple demands.
Previous Sales experience with a similar customer profile
Research capability – this should be their second nature when acquiring new prospects or in preparation to making contact to a new lead
Closing or negotiating skills – critical aspect that every salesperson should have, their ability to convince prospect to accept their offer

Tools:
A modern computer and good internet connection.
Experience or familiarity with the following software (or similar):
Hubspot
gmail Email
Airbnb booking platforms

* Applications not meeting the above requirements will be disregarded