Customer Care Specialist, Room Price Genie

• C2-level German proficiency and fluency in English with excellent communication skills
• Currently based in Germany or in CET timezone
• Strong communication and problem-solving skills
• Ability to work independently and as part of a collaborative team
• Prior customer support experience is a plus

Desirable

• As a Customer Care Specialist at RoomPriceGenie, you'll play a crucial role in providing excellent customer service to our clients. Your focus will be on responding to inquiries, resolving problems, educating customers, and ensuring a seamless experience.
• You’ll be part of a dynamic team that collaborates to drive continuous improvement and customer satisfaction. If you're passionate about customer care and thrive in a fast-paced, team-oriented environment, we'd love to hear from you! Key responsibilities of this role include:
• Responding to Customer Inquiries:
• Provide timely and accurate responses to customer queries across various channels (email, chat, phone)
• Address customer concerns, issues, and inquiries with professionalism and empathy, ensuring a positive experience
• Problem Resolution:
• Troubleshoot and resolve customer issues efficiently and effectively
• Collaborate with internal teams and departments to resolve complex issues and ensure customer satisfaction
• Product Knowledge & Education:
• Acquire and maintain an in-depth knowledge of the RoomPriceGenie system to effectively assist customers
• Educate customers on product features, functionalities, and best practices
• Guide customers on system usage and available self-service resources
• Documentation & Knowledge Management:
• Document and maintain accurate records of customer interactions, transactions, comments, and complaints
• Update the knowledge base and FAQs to ensure accurate, up-to-date information is available for both customers and internal teams
• Customer Feedback:
• Collect and analyze customer feedback to identify areas for improvement and service enhancement
• Share actionable customer insights with the team to help improve product features and services
• Cross-functional Collaboration:
• Collaborate with other departments, such as Revenue Management and Technical Support & Integrations, to provide comprehensive and seamless customer support
• Work closely with the product team to communicate customer feedback, improving the overall customer experience