Market Support Executive
Market Support Executive
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Job Description
ABOUT US
Hostelworld Group the global hostelfocussed online booking platform inspires adventurous minds to meet the world and come back with lifechanging stories to tell. Our customers are not your average tourists they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations all in the palm of their hand.
It is the social nature and community feel of hostels and their environment that enable travellers to embrace journeys of discovery adventure and meaning. We have more than 13 million reviews across 17800 hostels in more than 179 countries making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.
Founded in 1999 and headquartered in Dublin Hostelworld has a growing highcalibre team of 230 people within Technology Product Global Markets HR Finance & Legal and Marketing Teams across our Dublin London Porto Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.
LOCATION
We are excited to be building the team and establishing our first Hostelworld branch in Thailand. Successful candidates will need to be fully eligible to work in Thailand.
WHO YOULL WORK WITH
This position supports the business toidentify a wide range of opportunities to increase our market share &revenue across our identified key cities. The role will be based in BangkokThailand where we have an experienced team that will help to bring our missionalive in every corner of the world. The primary function of this role is tobuild on our reputation for the delivery of the Best in class online hostelsupport. Alongside Service Excellence you and the team are responsible forensuring that our propertys content is of exceptional quality and that theirrating is in keeping with our standards.
Process driven to identify problem queriesand implement new initiatives to reduce these queries. This role requires acollaborative approach and will work closely with all supporting teams acrossthe property & marketing division and will report to the Market SupportTeam Lead. The right candidate will always be looking for ways to gainefficiencies and doing better
Key metrics:
- Service levels & response time to our propertypartners and customers
- Successful delivery of Market Team OKRs (100% orgreater of target)
- Query to Booking Reduction based on futureenhancements; front end or back end
- Content & Translations Management e.g. reviewmonitoring quality control of micro sites across English and other Asianlanguages
- Proactive use ofcommunication tools with constant test and learn (bots chat helpdesk etc.).
WHAT YOULL DO
- Field calls and emails from properties in the market and respondefficiently and as per targets set
- Work with CustomerService Team and Market Specialist where needed to resolve customer relatedqueries
- Clear communication and reporting to Team Lead on action items andoutstanding issues
- Assist with marketand competitor analysis as required.
- Ongoing observation/ monitoring of ratings and reviews ensuring theyare inkeeping with our policies and processes
- Support the market team in the delivery of hostel images content andlanguages that exceeds base quality score metric
- Ability to work on own initiative identifying where improvementscould be made within current processes
- Ability to work toa roster where weekends and shift work are required.
WHAT WERE LOOKING FOR
- Minimum of 1 years experience in an online ecommerce supportenvironment
- Expertise and a proven track record in support and customer service
- Highly motivated selfstarter with excellent organisational skills
- One of the Asian languages such as Thai Vietnamese IndonesianChinese Japanese Korean and English language skills are a core skillrequirement.
- Driven team player with excellent communication interpersonal andcustomer service skills
- Passionate aboutthe delivery of excellent B2B service and support.
WHAT WE OFFER
- Competitive salary & benefits
- Enhanced annual leave plus 3 Wellbeing Days per year
- Paid family leave (maternity paternity surrogacy & adoption)
- Agile working (plus a Working from Abroad Policy!)
- Support for your ongoing growth & development
- Inclusive people policies (sickness menopause compassionate and fertility leave)
- A chance to give back to your local community with 5 paid volunteering days
OUR BEHAVIOURS
- Grow others We fundamentally believe that investing in growing others benefits everyone whether its helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team together.
- Master it We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate interrogate and always look for the why and wherever possible we use data to find the best solution.
- Collaborate We are in it together for the tough stuff and the celebrations too. To achieve the best results we need expertise from all areas of the organisation and we wholeheartedly welcome diverse thinking.
- Adapt We work fluidly adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and were never afraid to pivot.
- Deliver Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.
We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you dont meet them all please consider applying if you think you can still perform the role as described.
Employment Type
Full Time
