Hoist Group develops holistic solutions for hoteliers. With more than 20 years of proven hospitality experience, Hoist Group is the market leader in innovative Property Management, Internet Access, TV Systems, Locks and Interior Equipment, as well as Hospitality Services with the Hoist Dashboard at the center. Headquartered in Stockholm with 23 offices across EMEA, Hoist Group is 600 dedicated staff serving already over 8,000 unique hotels.

Customer Success Support team is dedicated to helping customers achieve their goals. It optimizes the company's value in the eyes of the customer by providing them with useful resources and reliable support. When successful, customer success team fosters and develops a mutually beneficial relationship between their company and the customers they work with.

As Customer Success Support Agent you will be responsible of ensuring customers achieve their desired outcomes while using Hoist Group’s products and services. You will make sure to execute proper actions which facilitate decreasing customer churn, maximizing customer satisfaction, and increasing up-sell/cross-sell opportunities for the company

Customer Success Support Agent team usually interacts with other company’s departments such as Sales, ISS, Finance and NOC in achieving their goals and maintaining a profitable customer’s relationship.

Your Responsibilies

    Follow up support tickets generated by customers until it is resolved 
•    Participate in customer meetings - when required
•    Continuously strive for better workflow and processes
•    Provide accurate, valid and complete information to the customers by using the right methods and tools in a timely fashion 
•    Manage and control charges related to maintenance works provided to customers, when applicable 
•    Provide timely feedback to the company regarding service issues, bug issues or customer concerns, which can generate potential upselling opporturtunities
•    Analyze churn rate and advise on potential corrective measures
•    Work closely with Customer Success team leader and peers to solve problems collaboratively

•    Excellent language skills (written and spoken) in English; other languages are considered as a plus
•    Excellent PC skills and a solid knowledge of Internet related applications
•    Combine technical know how with empathy, patience and resilience 
•    Open and eager to learn
•    Experience within a costumer service environment is a plus
•    Must be customer centric and have the ability to adapt/respond to different characters
•    Ability to multi-task, prioritize and manage time effectively
•    Self motivated and can manage change in a positive manner 
•    Enjoy working in a dynamic environment where customer satisfaction is the driver.
•    Enjoy being a team-player within an international team and shift work should not represent a problem

Hoist Group UK is searching for a Customer Success  Support Agent to join our Customer Success Support Team.

You will have a key role in the company and the opportunity to play a key part in the organization. We are seeking motivated and high energetic people. We offer a long term contract with a competitive salary.

OR on a jobsite:

If you are up for the challenge and interested in joining our team, we welcome your application via our job portal: https://jobs.smartrecruiters.com/Hoistgroup