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    Guest Services Executive - Dubai, United Arab Emirates - Jumeirah Hotels and Resorts

    Jumeirah Hotels and Resorts
    Jumeirah Hotels and Resorts Dubai, United Arab Emirates

    3 days ago

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    Description

    This is a remote position.

    As the Customer Support Team Lead,you will work directly with our customers throughout theirlifecycle and provide coaching and mentorship to a team of CustomerSupport Associates. This role will require frequent multi-taskingbetween management, technical, business, strategic, marketing, andplanning activities. You will be expected to drive results that tieback to strategic business goals for the department, your team sgoals, and the organisation.
    • Leadingthe customer support team.
    • Directly reporting to the Manager and beingresponsible for all relationships between our customers andMyOperator.
    • Planning and implementing customer supportstrategy, whilst leading by example providing 1st class customersupport.
    • Assembling a new look customer support team,to also include, escalation management, stakeholder management,training, documentation and building out our remote workingculture.
    • Coaching the team to improve and striving togive our customers the best experience.
    • Measureand enhance customer experience, with data-led decisions andtracking KPIs for customers and agents.
    • Creatingnew processes for customer success and looking at creating newrevenue streams, such as Client Services, References sales, Upsell& Cross Sell
    • Review all support-related processes anddocumentation for continuous improvement
    • Assist inthe creation and implementation of customer self-service materialand tools


    Requirements

    • People manager at heart - you love mentoring,leading and contributing to the professional development of thosearound you
    • 5+ Years of Customer Support experience in aProduct OR SaaS environment.
    • Strong collaboration, time management,influencing and prioritization skills are critical to the successof this role.
    • The ability to build and maintainrelationships internally and with customers
    • Excellentlistening, presentation and communication skills at all businesslevels
    • The ability to partner with customers indeveloping their strategic direction
    • Thecandidate is technically savvy and has an interest in leveragingdata, analytics and automation to drive demonstrable ROI


    Benefits

    • 100% Remote Working
    • Device & WiFiReimbursements
    • Attractive Incentive


    People manager at heart -you love mentoring, leading and contributing to the professionaldevelopment of those around you 5+ years of Customer Supportexperience in a Product OR SaaS environment. Strong collaboration,time management, influencing and prioritization skills are criticalto the success of this role The ability to build and maintainrelationships internally and with customers Excellent listening,presentation and communication skills at all business levels Theability to partner with customers in developing their strategicdirection The candidate is technically savvy and has an interest inleveraging data, analytics and automation to drive demonstrableROI
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