Customer Onboarding Support Specialist

hace 3 días

Barcelona, Barcelona, España Amenitiz A tiempo completo
About the Role

We're on a mission to empower independent hoteliers and help them focus on what matters most - crafting exceptional experiences for their guests. As a Customer Onboarding Support Specialist, you'll be part of our front-line team, facilitating product adoption and reflecting our high level of service to clients.

Your Missions

As a key member of our Customer Onboarding team, your responsibilities will include:

  • Responding to customer queries in a timely and accurate manner, via phone or email.
  • Updating our internal tools with information about technical issues and useful discussions with customers.
  • Escalating relevant contacts to the right Customer Onboarding Specialist or Team Leader, if necessary.
  • Following up with customers and internal teams to ensure technical issues are resolved.
  • Supporting customers throughout their onboarding journey, including check-in calls, follow-ups, and check-out calls.
  • Identifying customer needs and helping them use specific features.
  • Informing customers about new features and functionalities, where appropriate.
  • Monitoring customer complaints on social media and review platforms, and reaching out to provide assistance.
  • Reporting pain points or bugs, and contributing to initiatives that facilitate handover between Sales/Customer Onboarding & Customer Onboarding/Customer Care.
Your Profile

We're looking for someone with outstanding communication skills, both spoken and written, in Portuguese and English. Previous experience in a customer-facing role, handling direct communications via chat, phone, and email, is essential. Familiarity with the hospitality industry is a plus. You should be comfortable using help desk software and remote support tools, and understand how CRM systems work. A strong customer orientation, empathy, and problem-solving skills are also crucial.

What We Offer

We provide a comprehensive benefits package, including extensive medical and wellness coverage, stock options, and a beautiful office space in the heart of Barcelona. Enjoy daily fruits, Tuesday breakfasts, Thursday after-office, gym access, and stunning rooftop views. We also offer flexible remuneration, energetic and fast-growing environment, and international team with 26+ nationalities.

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