Senior Client Success Executive / Junior Account Manager
Houst, New Zealand
Job Description
We’re Houst. Our mission is to make Houst the global home of hosting. You Champion Houst’s mission to free people to make more of themselves and its vision to unify the market making Houst the global home of hosting. You are the voice of Houst. Point of contact to our clients and guests to a variety of complex enquiries.The Sr Client Success Executive/Jr Account Manager is responsible for providing world-class service to Houst Customers by resolving customer inquiries through multiple contact channels. As a CS professional, you are successful when: you consistently provide exceptional customer service to our clients and guests, and do it efficiently.
The senior CS specialist works with complex and not always standard issues so thinking out of the box, troubleshooting, excellent communication skills and logical thinking is a must.
What you’ll do:
- Be a team player with superb written and verbal communication skills.
- Provide world-class service to Houst customers and guests via telephone, email and Whatsapp.
- Onboard new properties; complete in person client meetings to get new hosts set up for success on our platform.
- Create and optimise listings for new properties Airbnb
- Be a point of escalation and resolve issues to a highest possible satisfaction.
- Manage and grow portfolio of up to 80 hosts
- Optimise occupancy and revenue for our hosts by making market driven decisions on pricing and listing optimisation
- Conduct in depth performance reviews using data analysis tools
- Identify and use opportunities to increase customer retention and satisfaction.
- Contribute ideas to further improvement of processes and overall experience of Houst customers and guests.
Requirements
- Preferable previous experience in customer service environment or account management
- Proven ability to communicate complex technical problems in "customer friendly" language.
- Ability to think outside of the box and find creative ways to solve situations.
- A working understanding of vacation rentals a plus.
- Confidence in decision-making, proactivity and owning your work
- Previous experience working with a CRM is a plus.
- Work 5 days a week 9AM - 6PM with occasional weekend shifts if required
Benefits
- Employee discounts at heaps of restaurants, shops, gym memberships, cinema tickets and more
- Enhanced Parental Leave Family comes first. We offer great parental leave to spend time with your new child, regardless of your gender
- MacBook For business use
- 25 days paid holiday plus an extra day off on your birthday (because who wants to work on their birthday?)
- Note: if required to work on occasional public holidays you will receive a day in lieu