Customer Support Representative

OpenTable; Remote; GBP 30,000 - 40,000; Full time

Job summary

A leading dining technology company is seeking a bilingual Customer Support Representative to provide exceptional service to customers globally. Responsibilities include resolving inquiries via various communication channels and accurately logging contacts in Salesforce. The ideal candidate has excellent communication skills, a background in hospitality is preferred, and passion for helping people. Enjoy flexible work arrangements and extensive benefits including mental health support and generous vacation time.

Benefits

Work from (almost) anywhere for up to 20 days per year

Company-paid therapy sessions

Access to thousands of e-learnings

Paid parental leave

Generous paid vacation

Social events & Thursday happy hours

Free lunch 2 days per week

Qualifications

• Experience in restaurant or hospitality industry is preferred.
• Ability to provide customer support through various channels.
• Willingness to learn and adapt to feedback.

Responsibilities

• Provide support to customers via calls, emails, and chats.
• Log all contacts efficiently in CRM.
• Resolve customer issues with positive outcomes.

Skills

Excellent communication skills

Active listening

Informal communications

Customer service orientation

Education

1+ years experience in customer support

Tools

Salesforce

Microsoft Windows

Apple operating systems

Job description

London, England, United Kingdom

With millions of diners, 60,000+ restaurant partners and 25+ years of experience, OpenTable, part of Booking Holdings, Inc. (NASDAQ: BKNG), is an industry leader with a passion for helping restaurants thrive. Our world‑class technology empowers restaurants to focus on what matters most – their team, their guests, and their bottom line – while enabling diners to discover and book the perfect restaurant for every occasion.

Every employee at OpenTable has a tangible impact on what we do and how we do it. You’ll also be part of a global team and its portfolio of metasearch brands. Hospitality is all about taking care of others, and it defines our culture.

OpenTable is growing quickly so come join us and participate in the excitement! The most important thing you can bring to this role is a real passion for helping people. While there is some technical nature to the role, if you have an interest in connecting to people and the skills for logical thinking, we can teach you the rest. If you come with some computer networking or technical knowledge, even better.

The goal is not to get the customer off the phone as fast as possible (unless that’s what the customer wants). We expect you to go out of your way to not only fix the problem, but have the customer finish the conversation with a smile and with restored faith in OpenTable. Our global customer base is diverse so you’ll need to be able to adapt to their various styles accordingly. You will become our best marketing tool, and will help foster a prosperous relationship with both customers!

Please note we can only consider candidates who are able to speak and write in both French and English.

Job Responsibilities

Report to the Customer Support Supervisor. Customer Support Representatives will be responsible for providing support to our customers, answering complex questions on function and usage of products. This person will be the primary contact for our large customer base in North America as well as for OpenTable customers worldwide with the goal of providing excellent service.

Answer customer and employee calls, emails, chats, WhatsApp (and any future form of contact we may come up with).

Know your limitations and when you should ask for assistance.

Own the resolution to the problem; don’t leave the customer hanging.

Accurately and efficiently log all contacts in our CRM (Salesforce).

Who You Are

You have an interest (or background) in the restaurant or hospitality industry (It’s certainly not mandatory, but we do appreciate any proven experience).

You start every single day with energy and enthusiasm (even if it takes a few cups of coffee to get there).

You have the ability to know what’s right for the customers and our company, and will lobby to ensure both needs are met - even if it means digging deep to find creative solutions.

You’re the one your family and friends call when their electronics are acting up, or when they need help getting new devices set up.

Value your integrity, and respect the trust our customers place in OpenTable’s products/brands and would never lie to our clients just to make them happy.

You enjoy the flexibility and challenges that come with a script free environment.

You use your experience and personality to provide excellent service.

You are not only receptive to feedback, but you actively seek it, and look for ways to implement it.

Experience Needed

Excellent communication skills, with a bias towards customer service.

Strong communication skills: active listening, writing/typing, informal communications.

Restaurant/hospitality experience (or even just being a “foodie”) preferred.

You have 1+ year’ experience providing customer support, by phone, email, chat, preferably in a software support environment.

Have experience using current Microsoft Windows and Apple operating systems.

You hold knowledge of iOS and Apple Hardware.

Benefits and Perks

• Work from (almost) anywhere for up to 20 days per year
• Focus on mental health and well-being:
• Company-paid therapy sessions through SpringHealth
• Company-paid subscription to Headspace
• Annual company-wide week off a year - the whole team fully recharges (and returns without a pile-up of work!)
• Paid parental leave
• Generous paid vacation + time off for your birthday
• Focus on your career growth:
• Access to thousands of on-demand e-learnings
• Travel Discounts
• Employee Resource Groups
• Income protection and life assurance
• Employee Assistance Program - including 24/7 GP & free legal advice
• Pension plan contributions
• Discounted gym membership
• Bike2Work
• Season ticket loan
• Social events & Thursday happy hours
• Free lunch 2 days per week