Customer Success Specialist

Katowice, śląskie
Stała
Pełny etat

6 dni temu
Aplikuj teraz

Company DescriptionShiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions, to food and beverage and retail systems, payment gateways, data management, online distribution and more.Founded in 1998 as a network solutions provider for hotels, and later changed to a software provider for the whole consumer market, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets.Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.Job DescriptionJob Mission: Improve the adoption and usage of the company’s products and maintain revenue growth targets by providing excellent customer support and maintaining healthy relationships with our current and future customers in an environment where every staff member is passionate about going the extra mile.Interaction: This position has daily interactions with senior management, hotels & distribution partners (clients), team members and various critical departments within the organization. In many cases, interactions with both internal and external parties will be at mid and upper management levels.Key Areas of Responsibility:

Provide first & second level customer support:
Interact closely with Level 3 and Level 4 support in a Follow the Sun environment
Meet client retention goals
Ensure full training for internal teams
Maintain a process of industry knowledge training for all teams
Maximize revenue potential with all customers
Inform customers about new products and product features
Monitor customer usage and performance, and proactively engage customer to maximize the same
Create and maintain win-win relationships with new and existing customers
Update the CRM & Service Management systems with appropriate information
Track changes on issues
Input and update information on customer conversations and issues
Measure and report internal and external performance.

Qualifications

Minimum of 3 year’s work experience as a customer service agent for a level 1 call center focusing on supporting 24*7 Software-as-a-Service solutions preferably in the international hotel, travel or hospitality space
Strong analytical, organizational, communication and people skills required
Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
Ability to adapt quickly to new technologies, products and procedures
Professional “get it done” attitude and work ethic
Fluent in English
Proficiency in spoken Chinese/French/Spanish/Italian/German/Japanese
ITIL Service Management fluency preferred.

Additional InformationWhat Do We Offer?The Essentials

Choose your preferred form of employment (B2B or CoE)
Lloyd’s insurance (available for B2B contractors)
Glasses subsidy (300 PLN/year for CoE employees)

Health & Well-being

Private medical care, including a dental package, for you and your family
Group life insurance for you and your partner
Multisport card as part of the Worksmile package

Work & Growth

40 hours for professional development during work hours
Free group language lessons
Unlimited access to Udemy courses

Additional Perks

Worksmile cafeteria with 525 points per month
Referral bonus
Chill room with table football and PlayStation

Clause Regarding the Prohibition of Assistance Tools During Recruitment InterviewsIn the interest of equal opportunity and transparency in the recruitment process, we would like to inform you that during job interviews (both remote and in-person), the following are not permitted: - the use of tools based on artificial intelligence (AI), including chatbots, response generators, translators, or content creation aids, - recording of interviews without prior and explicit consent from a company representative, - the use of applications that generate automatic notes or transcriptions of meetings (e.g., Notion AI, Otter.ai, Fireflies, etc.).You can apply by sending your CV by Apply Now or to the Talent PartnerPlease don’t forget to put the clauses you accept in your resume:I agree that my personal data will be processed by Shiji Poland Sp. z o. o. in order to recruit for the position I am applying for.I agree to the processing of my personal data by Shiji Poland Sp. z o. o. for the needs of future recruitment.We thank all applicants for their interest, however only those candidates selected for interviews will be contacted.

Shiji Group