Revinate, the global leader in guest data management and intelligence, recently launched the hotel industry's first Guest Data Platform, purpose-built to aggregate, clean and deliver the richest guest profiles for hotels and property groups of all sizes. Drawing from a decade of experience partnering with tens of thousands of hoteliers, Revinate has built the Guest Data Platform to solve the hotel industry's most pressing need for a clean, robust, single view of the guest. By integrating data from multiple sources, the platform provides hoteliers a holistic view of their guests to deliver insights aimed at increasing direct bookings, profits, and guest satisfaction.
WHO WE ARE LOOKING FOR
Based in Amsterdam, the Customer Solutions Specialist will become an expert on all Revinate products. This person will love working directly with customers - supporting them and helping them to troubleshoot any issues/concerns regarding our products. To succeed in this role you'll need to be extremely customer-focused, a great communicator and detail oriented.
Given the dynamic nature of hospitality technology, you will embrace change, be a self-starter and focus on customer happiness. In addition to working closely with customers, you'll collaborate with other teams to drive adoption and successful customer experiences.
The core responsibilities of the Customer Solutions Specialist will be to deliver training sessions, answer support queries, update documentation in English and German as necessary, and reach out to customers to get them engaged again. We take onboarding seriously and are dedicated to making sure that every user is well trained and fully supported all along their journey with us.
Be on-boarded remotely/virtually during the global pandemic
Work between the hours of 10am to 7pm or 11am to 8pm CET (overlap with North America to help cover their support tickets, too)
Willing to assist with urgent weekend support tickets (not every weekend, not full shifts) - Complete anything urgent, and get back to your weekend!
Become a product & customer expert (all products and our customers)
Deliver training to customers via webinars (90% English/10% German)
Handle customer support cases using Salesforce Service Cloud
Manage high-volume inbound support channels while maintaining support SLA goals
Identify product issues and use appropriate troubleshooting steps leading to resolution
Manage customer expectations regarding estimated response times for issue resolution
Expedite service in situations requiring urgent attention as determined by management
Identify opportunities for improvement, contribute to solutions and enhance workflow efficiency to improve the customer experience
Report and track product bugs affecting users
Collaborate with other departments within Revinate to find resolutions to support issues
Foster strong relationships with the entire Customer Success team to holistically address customer issues and provide additional insights from a customer perspective
Develop and update product education materials such as: videos, articles and tutorials in German, as necessary
Provide customer service to clients via email, phone and (occasionally) video conference
Ensure a high-level of customer satisfaction in promptly responding to customers
Explain products and solutions to customers in an easy-to-understand manner
Develop a process to reach out to customers and re-engage them in our platform
1-2 years of customer service/technical support
Customer-focused and willing to "go the extra mile"
Fluent in English + German - with exceptional communication skills – written and spoken
Strong time management, scheduling and organizational skills
Detail-oriented and organized
Ready to think like an owner: help Revinate grow and scale
Health & Wellness: Encouraging a healthy lifestyle is important to Revinate. You can benefit from a subsidized OneFit gym subscription
Equity: You're an owner in the company as we build it together
Tools & Tech: We empower our employees with the hardware, training, and other materials to help you succeed. You are provided with a MacBook, wireless keyboard/mouse and whatever else you might need to succeed.
Extraordinary culture: Focused on learning and every employee's personal and professional development. Unlimited courses available via our Udemy subscription.
Change an industry: We're transforming the way hotels connect with guests, and having fun while we do it
Meaningful work: You'll have an opportunity to make a major impact on our company and, as a result, the hospitality industry
Amazing co-workers: You'll be surrounded by a passionate, high performing, collaborative team that can help you learn something new every day
WHAT WE CAN OFFER WHEN WE ARE BACK IN OUR AMSTERDAM OFFICE
Lunch on us: Team lunch is part of our local culture. It's the time of the day to catch-up, crack jokes, and take a break from work stresses
Once-a-month Monday dinner: When we all get together in-person for our monthly EMEA-friendly All-Hands calls, dinner is provided!
Headquartered in The Presidio of San Francisco, with offices in Amsterdam and Singapore, Revinate seeks to build specialized and easy-to-adopt technology to solve hotel data challenges. With Revinate Marketing and Revinate Guest Feedback, hoteliers are empowered to make smarter decisions, resulting in increased direct revenue and guest engagement. Much like the industry we serve, we are a team of hard-working and passionate individuals who love our customers and are committed to surprising and delighting them with every new innovation and disruption.
The company is backed by leading Silicon Valley investors, including Benchmark Capital, Tenaya Capital, and Sozo Ventures. Headquartered in San Francisco with regional offices in Amsterdam and Singapore, Revinate counts tens of thousands of the world's leading hotels as customers.
To learn more, please visit www.revinate.com
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.