Retention Specialist - Spanish Market

Amenitiz; Barcelona; Presencial; EUR 30.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Extensive medical and wellness coverage

Stock Options

Daily fruits and Tuesday breakfasts

Monthly team-building activities

Flexible remuneration options

Exponential growth opportunities

Access to books for growth and learning

Descripción de la vacante

A leading company in hospitality management is seeking a Retention Specialist to enhance customer satisfaction and loyalty. This role involves managing churn requests, addressing negative reviews, and developing strategies to improve retention. Join a dynamic team in Barcelona and contribute to the company's success.

Formación

• Solid experience in a client-facing role, ideally in hospitality.
• Exceptional written and verbal communication skills in Spanish and English.

Responsabilidades

• Manage churn requests promptly, striving to respond within 48 hours.
• Proactively engage with customers to prevent churn requests.

Conocimientos

Communication

Problem-solving

Persistence

Resilience

Descripción del empleo

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At Amenitiz, we’re on a mission to simplify hospitality management, whether it's in the bustling streets of Paris or the serene Uyuni Salt Flats of Bolivia.

Empowering over 14,000 hoteliers worldwide, we’re more than just another SaaS scale-up—we’re revolutionizing one of the world’s oldest industries. With over $50 million raised from top-tier VCs who back disruptive giants like Alibaba, Toast, Zendesk, Delivery Hero, Revolut, and Loom, we've been recognized as a TravelTech Titan and one of Wired's hottest start-ups.

Our team, nearly 300 strong, is based in beautiful Barcelona. At Amenitiz, we cultivate a culture of positivity and personal growth. Our team members are enthusiastic, thrive on ownership, and excel in collaboration. Every day, we lead by example, prioritizing client satisfaction and executing with excellence. We are committed to making a positive impact wherever we go.

About the role:

As a Retention Specialist, your mission is to ensure customer satisfaction and loyalty by efficiently managing churn requests, addressing negative reviews, and preventing unpaid or disputed accounts. You will also proactively engage with customers to mitigate potential churn and develop strategies to enhance retention, ultimately contributing to the company's long-term success.

Your mission:

• Managing churn requests promptly and efficiently, striving to respond to 100% of requests within 48 hours.
• Proactively engaging with customers to prevent churn requests and address potential concerns.
• Monitoring and addressing negative reviews on platforms like Trustpilot, Google My Business, etc., to bolster our online reputation.
• Implementing strategies to prevent unpaid or disputed accounts, thereby mitigating the risk of potential "ghost churns."
• Creating and implementing strategies to minimize churn rates, such as offering incentives, personalized solutions, or special offers to encourage customers to stay.
• Working closely with other departments, such as sales, product, and customer support, to ensure a seamless customer experience and address underlying issues that may contribute to churn.

About you:

• You have solid experience in a client-facing role, ideally in the hospitality industry.
• Exceptional written and verbal communication skills in Spanish, along with proficiency in English.
• Problem-solving abilities: you often think creatively to come up with solutions that meet the needs of both customers and the company.
• Persistence and resilience as a Retention Specialist may face challenges in convincing customers to stay.
• A strong willingness to test, learn, and implement new processes to fulfill this mission.

Our Benefits:

• Extensive medical and wellness coverage to ensure you’re feeling great physically and mentally.
• Stock Options that ensure you have ownership in our success.
• Our beautiful and spacious office is located in the heart of Barcelona (Ronda de Sant Pere). Daily fruits, Tuesday breakfasts, Thursday after-office gatherings, and sunshine with views from the rooftop.
• Monthly team-building activities, including sailing the Mediterranean Sea, shows like Cirque du Soleil, poetry, cooking, or magic workshops.
• Access your salary any day you want, without waiting till the end of the month!
• Flexible remuneration options for saving on restaurants, kindergarten, transport, and training.
• Exponential growth opportunities within an energetic, fast-growing, and international environment (35+ nationalities).
• We will buy any book you want, plus a deep library for your growth and learning.

If you’re a strategic thinker with a passion for driving growth and innovation, we want to hear from you! Apply now to join our team and be part of our exciting journey at Amenitiz!

Seniority level

• Not Applicable

Employment type

• Full-time

Job function

• Customer Success / Retention

Industries

• Food and Beverage Services

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