Customer Support Specialist

  • Full-time

Company Description

Shiji Group provides software solutions and services for the hospitality, food service, retail and entertainment industries, ranging from hotel management solutions to food and beverage and retail systems, payment gateways, data management, online distribution and more. Founded in 1998 as a network solutions provider for hotels, Shiji Group today comprises 5,000 employees in 80+ subsidiaries and brands, serving over 91,000 hotels, 200,000 restaurants and 600,000 retail outlets. Shiji is committed to connecting the global business of hospitality. We provide an integrated suite of technological solutions that empower hotel, retail, food, and entertainment companies to better connect with their guests.

Job Description

ReviewPro, the leading hospitality guest intelligence provider is looking to grow its global Customer Success team and is now recruiting for a Customer Support Specialist in its Barcelona office to support our customer by ensuring that they are successfully using our solutions to improve Guest Satisfaction and drive additional revenue for their business.

Be part of a young, innovative and successful organization servicing over 60,000 clients globally. We are currently looking for an innovative, vibrant, high-energy, proactive and detail-oriented Customer Support Specialist, with experience in online support, proactive account management and the occasional telephone support to serve our growing base of clients.
 

The ideal candidate would have experience in dealing with customer support, is comfortable with technology and is motivated by the opportunity to engage with clients and manage relationships. We provide strong career development plan based on performance.

Candidates must be motivated, proactive and responsible individuals with:

  • Excellent listening skills
  • High level of organizational skills with the ability to work well under pressure and manage client expectations.
  • Innovative problem-solving methods to help our customers grow their business.
  • An ability to identify great business opportunities and drive change.
  • The curiosity to learn about our product, to educate our clients, but most importantly, to learn from them.

 Responsibilities

  • Identify and suggest possible product enhancements based on usability and feedback received from customers.
  • Overall ownership of issues raised by customers relating to system performance or usability.
  • Meet client retention goals.
  • Interact with all departments necessary within the organization to resolve customer care issues.
  • Provide expert assistance to hotels on how to benefit from our product and provide expertise on Guest Intelligence practices.
  • Forge strong relationships with our customers and industry partners.
  • Drive agreed outcomes for our customer.
  • Identify and report product and service enhancement requests.
  • Update all internal systems to properly track issues and customer contacts.
  • Onboarding of new clients.
  • Responding to client support emails and calls.

Qualifications

  • Fluent in spoken and written Spanish and English 
  • Strong Communication Skills
  • Bachelor / Associate Degree
  • Positive personality with a good learning attitude

Additional Information

  • Challenging and creative technology environment with a great deal of freedom and responsibility.
  • Flexible work schedule/hybrid working model
  • Free coffee, fresh fruit at the office 
  • Brand new office located in the center of Barcelona
  • International team and fantastic work environment
  • Team building activities and charity donation programs
  • Wellness sessions
  • All necessary equipment such as laptop, additional monitor and other accessories