Hospitality Support Agent with Spanish
Hospitality Support Agent with Spanish
Posted on :
26-12-2024
Employer Active
1 Vacancy
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Job Description
- Provide first level contact and convey resolutions to customer issues.
- Properly escalate unresolved queries to the next level of support.
- Track route and redirect problems to correct resources.
- Respond in timely manner to tickets from customers based on standard or account specific SLAs.
- Follow the SLA for issues with respect to the severity or priority.
- Followup with end users to provide status updates as per service level guidelines (SLAs).
- Take ownership by coordinating the feedback to the customer where analysis is required.
- Take ownership of customer issues reported and see problems through to resolution in ZOHO Desk and JIRA system.
- Update the support ticket with clear and complete information regarding the investigation and resolution of the ticket.
- Being able to read and find information within changelogs event logs and developer tool (console).
- Update customer data and produce activity reports.
- Prioritize and manage several open issues at one time.
- Escalate high priority or severe issues to supervisor/manager.
- Diagnose and troubleshoot end user issues and provide appropriate solution.
- Review daily assigned tickets to ensure current updates are provided.
- Walk customers through problem solving process.
- Follow up with customers provide feedback and see problems through to resolution.
- Utilize excellent customer service skills and exceed customers expectation.
- Ensure proper recording documentation and closure.
- Actively participate in projects regarding modifications or improvements of internal procedures.
- Maintain and increase knowledge of operational procedures products and services.
- Work collaboratively with people across the organization.
Qualifications :
Requirements / Qualifications:
- Preferred previous work experience in hospitality/hospitality school.
- Strong analytical organizational communication and people skills.
- Proficiency in Microsoft Word Excel and Outlook.
- Ability to adapt quickly to new technologies products and procedures.
- Ability to work and thrive in a multitasked and fastpaced environment.
- Be professional have a positive get it done attitude and a strong work ethic.
- Must be fluent in English.
- ITIL Service Management fluency preferred.
Critical Competencies:
- Relationship building:Builds effective relationships through positive communication that motivates and influences others. Is honest trustworthy a team member and proactively involved in achieving team objectives.
- Personal Effectiveness:Produces outstanding results both professionally and personally by being proactive and committed. Continually focuses on achieving positive results contributing to companys business success.
- Technical Competence:Uses technical / job knowledge and experience incorporating functional skills and broadbased business knowledge to meet and exceed job requirements / customer expectations.
- Communication:Deliver exceptional written and verbal communication incorporating training materials presentations and guidelines.
Applicable Competencies:
- Customer Focus:Passionately meets customer expectations. Enters the customers world through listening and understanding. Nurtures relationships by recognizing and delivering on customer needs and opinions.
- Managing complexity:Is able to work effectively in a highly complex diverse changing environment. Adapts well to and is energized by change whilst maintaining focus on key business goals and personal objectives.
- Innovation:Embraces creativity and is open to new ideas. Innovates to improve current working practices / products / technologies to provide business opportunities and results.
- Problem solving:Takes initiative to identify current and potential problems and determines the best solution. Involves and/or manages the people and resources required.
Additional Information :
Basics
- Full time job contract.
- Office or Hybrid work.
- Free parking.
- Health insurance.
- A modern workplace in the sunny Algarve.
Working conditions & Development
- Dell laptop keyboard mouse wireless headphones and monitor.
- 40h for professional development during work time.
- Challenging and creative technology environment with a great deal of freedom and responsibility.
- Udemy platform access.
- Inhouse workshops training sessions or meetups.
- Opportunity to grow inside the global organization and develop yourself both professionally and personally.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
Key Skills
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