Premium Customer Support Expert

3 weken geleden

Amsterdam, Nederland Mews Voltijd

**Can you help us change the world?**:
It's true. At Mews, we dream big. As a Hotel Tech unicorn valued at $1.2b, we're propelling new-generation cloud technology within global hospitality. With our industry-leading property management solution**,** we're enabling the world's most revolutionary hospitality brands to accelerate their digital transformation.

We're on the lookout for ambitious, tenacious and passionate people who want to join the next generation of innovators and disrupt the hospitality industry with us. Sound good so far? Keep reading and tumble down the Mews rabbit hole...

‍
**About the role**:
We are looking for a Premium Customer Support Expert to join our established Premium Customer Support team. The role will be a crucial part of the Mews product, fostering loyalty and generating brand advocacy. It will add an extra layer of service we provide as a company which will be dedicated to the ones who really need it. The Premium Customer Support Expert is an ambassador of Mews, providing superior hospitality, excellent customer service, extensive knowledge and problem resolution for our most valuable clients in all areas covered by the Premium Support tier. Premium Customer Support Experts provide enhanced, extraordinary services in a positive, enthusiastic, courteous and friendly manner to all clients and their customers.

Premium Customer Support Experts are expected to take ownership, go above and beyond to delight clients, know where to find answers and offer the right solution to clients at the right time, engage with clients in a caring and personalized manner, utilize opportunities to sell and market all products and services, remain current on policies and procedures, products, services, features, complete required training, help maintain a professional work atmosphere and strive to achieve and support department goals and objectives.

**Your mission, should you choose to accept it**:

- Clarifying clients' complaints, determining the cause of the issue, providing and explaining appropriate solutions or alternatives in case of system limitations.
- Working collaboratively with teammates to solve clients' issues as quickly and as efficiently as possible.
- Reporting clients' complaints and escalating issues when necessary, to prevent potential churn and following up to ensure their requests are resolved.
- Delighting and retaining clients by answering questions and providing suggestions and advice that lead to short
- and long-term success. Building brand image by taking the best care of the clients and exceeding their needs and expectations. Always going the extra mile.

**️ You'll be a great fit if you bring a few of the below with you**:

- Prior customer hospitality experience working in a hotel
- Full proficiency in English AND Dutch
- Excellent communication skills
- Ability to work under pressure, handle a multitude of projects concurrently while paying close attention to detail and customer service
- Excellent interpersonal skills with ability to interact effectively with all levels of management and regular employees Service-oriented and self-motivated with a high level of professionalism

**A couple of points worth noting;**:

- The successful colleague can be based in either The Netherlands, Spain or Czech Republic with a requirement to work balanced day shifts starting from 7am, 9am or 1pm
- The salary for this role is 38,000pa EUR in ES, 3,666pm EUR in NL and 648,000 pa CZK in Czech Republic

*** What's in it for you?**:
Did you know that Mews was voted the Best PMS of 2024 and has previously held the title of Best Place to Work in Hotel Tech for two consecutive years? You do now. Most of that is down to our inspiring team, but part of it is because of some pretty amazing perks. As well as awesome colleagues and stimulating work, you'll get:

- Participation in the Company shares program- Best-in-class Parental Leave Policy. At Mews, as the primary caregiver you get 6 months of fully paid parental leave, and as a secondary caregiver, you get 2 months of fully paid parental leave.
- (No matter your location, this can be used during the 1st year and applies if you've been employed for at least 1 year at Mews)
- Flexible Benefits via the ThanksBen platform
- Unlimited paid holiday (no, this is not a typo)
- Wellness Wednesday's (once a month, the whole company enjoys a day where you can attend to your own well-being)
- Remote/flexible working (we're 100% hybrid-proof, but we cannot hire from anywhere in the world unfortunately, so feel free to reach out and check with us)
- Monthly working from home allowance and a monthly healthcare insurance allowance (we want you to be happy & healthy)
- Regular team events and socials

**Who is Mews?**:
We want to get to know you, so it's only fair we tell you a little bit about ourselves first. Mews has been transforming hospitality since 2012. What began in a single hotel in Prague now powers thousands of hotels around the world,

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