Remote Hospitality Customer Support Specialist

Placements24; Gqeberha; Hybrid; ZAR 240,000 - 360,000; Full time

Benefits offered by this job

Remote work

Training opportunities

Job summary

Placements24 is seeking a Remote Hospitality Customer Support Specialist to provide world-class support for hotel clients from a home office in South Africa. You will troubleshoot issues across booking engines, PMS, CRS, and guest engagement tools, while guiding users through product features and best practices.

You will document interactions in our CRM, collaborate with product teams on complex issues, assist with onboarding, and stay current with product updates and industry trends to ensure

Qualifications

• Experience in a customer support or client-facing role, preferably in hospitality or technology.
• Excellent written and verbal communication in English.
• Proficient with CRM and ticketing systems.
• Ability to work independently in a remote setup.

Responsibilities

• Provide exceptional customer support via phone, email, and live chat to clients in the hospitality industry.
• Troubleshoot and resolve technical issues related to our software platforms, including booking engines, PMS, CRS, and guest engagement tools.
• Guide users through product features and functionalities, offering best practice advice for optimizing their use.
• Document all customer interactions, issues, and resolutions accurately in our CRM system.
• Collaborate with internal technical and product teams to elevate complex issues and provide feedback for product improvements.
• Assist with onboarding new clients, providing initial setup guidance and training.
• Maintain a high level of customer satisfaction by delivering timely, accurate, and professional support.
• Stay up-to-date with product updates, industry trends, and competitor offerings.
• Contribute to the development of knowledge base articles and support documentation.

Skills

Customer support

Communication skills

Remote work

Problem solving

Tools

CRM systems

Helpdesk ticketing

Job description

About the Role Our client, a rapidly growing global hospitality technology provider, is seeking a dedicated and customer-focused Remote Hospitality Customer Support Specialist to join their expanding virtual team. This role is pivotal in ensuring our clients, who range from boutique hotels to large hotel chains, receive unparalleled support. You will be the primary point of contact for addressing inquiries, troubleshooting issues, and guiding users through our innovative hospitality solutions. As this is a fully remote position, you will operate from your home office, contributing to our client's mission of enhancing guest experiences worldwide from Port Elizabeth.

Key Responsibilities

• Provide exceptional customer support via phone, email, and live chat to clients in the hospitality industry.
• Troubleshoot and resolve technical issues related to our software platforms, including booking engines, property management systems, and guest engagement tools.
• Guide users through product features and functionalities, offering best practice advice for optimizing their use.
• Document all customer interactions, issues, and resolutions accurately in our CRM system.
• Collaborate with internal technical and product teams to elevate complex issues and provide feedback for product improvements.
• Assist with onboarding new clients, providing initial setup guidance and training.
• Maintain a high level of customer satisfaction by delivering timely, accurate, and professional support.
• Stay up-to-date with product updates, industry trends, and competitor offerings.
• Contribute to the development of knowledge base articles and support documentation.

Requirements

• Proven experience in a customer support or client-facing role, preferably within the hospitality or technology sectors.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Strong problem-solving and analytical skills, with a keen attention to detail.
• Proficiency in using CRM software and helpdesk ticketing systems.
• Ability to work independently and manage time effectively in a remote work environment.
• A stable internet connection and a dedicated, quiet workspace are essential.
• Familiarity with hospitality software (PMS, CRS, Channel Managers) is a significant advantage.
• A passion for customer service and a genuine desire to help others succeed.
• Must be located within South Africa to comply with remote work regulations.

Benefits

• This fully remote position offers the flexibility to work from anywhere within South Africa, providing a great work-life balance.
• Our client offers a competitive salary, performance incentives, and opportunities for career advancement within a fast-growing international company.
• You will receive comprehensive training on our products and ongoing professional development support, contributing to your growth as a remote professional in the Eastern Cape tech community.