Client Success Executive

Houst; Cape Town; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic property management company in Cape Town is seeking a Client Success Executive. You will deliver exceptional service across various channels, tackling complex customer inquiries with innovative solutions. Ideal candidates have a strong customer service background, excellent communication skills, and the ability to manage multiple tasks efficiently. This role offers a monthly salary of R12,000 - R18,000, plus attractive benefits including paid holidays, birthday time-off, and employee discounts.

Benefits

23 days paid holiday

Extra day off for birthday

Employee discounts

Pawternity policy

Laptop for business use

Qualifications

• Team player with superb written and verbal communication skills.
• Previous experience in customer service or account management preferred.
• Proven ability to translate technical problems into customer-friendly language.
• Ability to think outside the box for problem-solving.

Responsibilities

• Provide exceptional customer service via multiple channels.
• Act as escalation point resolving customer issues.
• Onboard new properties by communicating complex information simply.
• Work collaboratively with teams to enhance customer retention.
• Make decisions on refunds and goodwill gestures.

Skills

Written communication

Verbal communication

Problem-solving

Customer service

Time management

Tools

G-Suite

Job description

Step into the role of a Client Success Executive, where you'll become the beacon of exceptional service for Houst Customers and guests. In this dynamic position, you'll navigate customer inquiries across various channels - email, phone, and chat- tackling intricate, non-standard issues with ingenuity. Your toolbox will include out of the box-thinking, troubleshooting prowess, excellent communication skills and logical thinking.

Key Responsibilities

• Provide unparalleled customer service via telephone, email and WhatsApp, ensuring our clients and guests feel valued and supported.
• Elevate as the point of escalation from HostSupport, resolving issues with the utmost satisfaction.
• Onboard new properties, simplifying complex information for diverse customers.
• Collaborate with cross-functional teams to uncover optimal solutions, resolve queries and champion resolution claims.
• Spot and leverage opportunities to enhance customer retention and satisfaction.
• Harness your decision-making prowess to determine refunds and goodwill gestures using logic, company procedures, and market insights.
• Contribute innovative ideas to enhance processes and elevate the overall experience for Houst customers and guests.
• Champion the customer cause, forging commercially successful partnerships.
• Manage your delegated inbox with finesse and oversee the project management of cases, ensuring a seamless and efficient workflow.

Requirements

• Team player with superb written and verbal communication skills.
• Previous experience in a customer service environment or account management is preferable.
• Proven ability to communicate complex technical problems in “customer-friendly” language.
• Ability to think outside the box and find creative ways to solve problems.
• A working understanding of vacation rentals.
• Confidence in decision-making and owning your cases.
• Previous experience with G-Suite.
• Well organised with the ability to multi-task and prioritise workload

Benefits

• 23 days paid holiday days (plus public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
• Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
• Laptop - for business use

Working hours: 09:00- 18:00 GMT

Salary: R12,000- R18,000 per month (dependent on experience)