Customer Service Champion
Oaky the Nr.1 Upselling tool for hotels 2019 on Hoteltechreport, is one of the fastest growing hotel-tech startups with 500+ customers worldwide and we are growing every day! Why are we Nr.1? Because our customers love our product, team and the amazingly fast, friendly and accurate service we provide.
Customer service goes beyond just answering the phone, responding to a chat or solving a ticket. Customer service should also be about understanding what the current needs of the customer are and anticipating their future needs.
This Customer Service role is a natural fit for someone who has a warm personality, is a champion at taking ownership of a client’s problems, solving them, and can stay as cool as a cucumber when things get a bit hot. You get a kick out of solving those tricky questions, technical puzzles intrigue you, but also know the importance of following up with customers and reaching out to them when their problems are fixed.
What you will do:
- Provide friendly and accurate customer support via our different channels
- Optimise our Customer Service processes
- Take ownership of the Support KPI’s
- Maintain our support documentation.
- Be the voice of the customer internally with the Customer Success & Product Team.
We are looking for someone who is:
- A good communicator: You are the voice of Oaky, Be articulate, friendly and emphatic in your interactions with our customers in your own style. For example, you should be able to explain what Segmentation in marketing means to someone’s grandparent!
- A mind reader: No, not really. But it would be awesome if you can identify the exact problem our customers has and act accordingly.
- Structured: Staying structured in your work is an art, and we are looking for a master. If you are not there yet, we will help you get there.
- Awesome: It’s not really a big ask. We love to work with fun, warm and driven people who can kick ass at work, but also know how to have fun on the side. Your positivity and enthusiasm are infectious, you love to get things done and do not shy away from taking ownership of things you think could be done better and have an insatiable drive to learn.
- Multi-lingual: We are expanding globally, more language you know the better.
Start date: Immediate
Role: Full time, Valid work status in the Netherlands
Experience: 1-2 years in a guest/user facing support role in a tech/SaaS company.
Bonus points if:
- If you are from the hotel/tourism industry
- Know something about Intercom and prevalent customer service strategies
- Wanting to make a career in Customer Service, in a SaaS startup.
- You are native: Dutch/German/French/Italian/Spanish.
What Oaky offers you:
- An amazing learning experience in scaling the customer service team and process in a fast growing SaaS company. (We expect to be 1000+ customers by end of 2019)
- Amazing and fun colleagues in an international work environment
- Weekly boot camps with our personal trainer
- A Laptop
- Healthy paid lunch
Feel free to reach out if you need any clarifications!