Customer Support Specialist (Casablanca - Hospitality)

Planet; United Kingdom; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading technology company in the United Kingdom seeks a Customer Support Specialist to assist hotel clients with system installations and training. Ideal candidates will have experience in hospitality, strong troubleshooting abilities, and be fluent in both French and English. Responsibilities include guiding clients through property management software implementation and resolving issues post-installation. The role offers a hybrid work model, with three office days and emphasizes a customer-centric approach to service delivery.

Qualifications

• Experience in the hospitality industry or technical helpdesk.
• Ability to guide customers using Teams and install PMS systems.
• Willingness to learn new IT technologies and troubleshoot issues.

Responsibilities

• Implement property management software and train customers remotely.
• Troubleshoot customer issues effeciently during and post installation.
• Maintain internal tracking of installation progress and customer queries.

Skills

Technical troubleshooting

Communication skills

Language proficiency in French and English

Customer service orientation

Job description

About Us

Planet is a leading technology company transforming payments by putting customer experience first. We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

Role Overview

As a Customer Support Specialist at Planet, you'll play a crucial role in providing consulting services for our hotel customers, installing their systems and training their teams. With the skills we provide through comprehensive training, you'll troubleshoot issues efficiently and guide our customers on maximizing their software usage.

We prioritize candidates with a background in the hotel industry, ensuring familiarity with its processes and procedures. An innate curiosity for IT technology is essential. Don’t worry - we’ll equip you with the necessary technical knowledge. Our team comprises individuals with roots in the hotel industry, all of whom have undergone tailored training.

What matters most to us is your openness to innovation and your eagerness to explore the intricacies of our systems. Leverage your direct experience in the hotel business or comprehensive industry knowledge to understand and address customer needs.

If you’re ready to blend your hotel experience with a passion for IT, we’re excited to welcome you to our dynamic support team!

What will you do:

• Implement our property management software (PMS) and train customers on using it (remote training via Teams)
• Troubleshoot issues experiences during and post installation, taking responsibility for customer queries / issues until resolution.
• Communicate articulately and maintain a friendly tone, even in high-pressure situations.
• Communicate with 3rd Party companies and/ or internal 2nd Level or Development Teams on customer issue's resolution.
• Uphold a customer-centric approach, consistently striving to deliver exceptional service.
• Make sure internal tracking system is maintained up to date with progress on all open installations until they are successfully completed.

Who you are:

• You have confident knowledge of French and English languages, both written and spoken.
• You have ability to communicate with customers via Teams calls or video calls as you will guide them through installing their PMS system as well as training their Reception staff on using the system.
• You have experience in technical troubleshooting of issues with customers or display keen affinity for IT and a willingness to embrace new technologies, coupled with logical and analytical thinking for effective problem-solving.
• You have experience in hospitality industry, customer service or technical helpdesk.
• You have friendly, polite, and respectful manners, with excellent communication skills, demonstrating a strong service orientation towards our customers.
• You have ability to work independently with a structured and organized approach, while also being proactive in driving solutions and improvements.
• You uphold a sense of responsibility and reliability in all tasks, operating with honesty, loyalty, and integrity at all times.

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce.We would love to hear from you – Apply now.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.