Remote Hospitality Customer Support Specialist

Placements24; Noord-Kaap; Hybrid; ZAR 180,000 - 300,000; Full time

Benefits offered by this job

Remote work

Health benefits

Career development opportunities

Job summary

Placements24 is seeking a dedicated Remote Hospitality Customer Support Specialist to assist hotel partners worldwide with inquiries and software-related issues. You will guide clients through product features and best practices, ensuring accurate CRM documentation and high-quality service.

Qualifications include proven customer support experience in hospitality or tech, knowledge of PMS/Channel managers, and strong communication.

Qualifications

• Proven experience in customer support.
• Strong understanding of hospitality software (PMS, Channel Managers, Booking Engines).
• Excellent written and verbal communication; able to explain technical concepts clearly.
• Proficiency with customer support software and CRM systems.
• Self-motivated, able to work independently in a remote setting.
• Strong problem-solving and analytical skills.

Responsibilities

• Provide high-level customer support via phone, email, and chat to hospitality clients.
• Troubleshoot and resolve technical issues related to hospitality software platforms.
• Guide clients through software functionalities and best practices.
• Document customer interactions and resolutions accurately in the CRM system.
• Identify and escalate complex issues to senior support or development teams.
• Contribute to knowledge base with documentation and FAQs.
• Proactively identify opportunities to improve customer satisfaction and user experience.
• Collaborate with internal teams to provide product feedback and customer needs.

Skills

Customer support

Hospitality software

CRM software

Communication skills

Remote work

Problem solving

Time management

Education

High school diploma

Job description

About the Role

Our client, a leading global hospitality technology provider, is seeking dedicated and customer-centric Remote Hospitality Customer Support Specialists to join their expanding team. This fully remote role is designed for individuals who are passionate about the hospitality industry and excel at providing exceptional support to clients worldwide. You will be responsible for assisting hotel partners with inquiries related to our client's innovative software solutions, troubleshooting technical issues, and ensuring a seamless user experience. This is a unique opportunity to work from anywhere and contribute to the advancement of the hospitality sector through exceptional remote service.

Key Responsibilities

• Provide high-level customer support via phone, email, and chat to hospitality clients.
• Troubleshoot and resolve technical issues related to our client's hospitality software platforms.
• Guide clients through software functionalities and best practices.
• Document customer interactions and resolutions accurately in the CRM system.
• Identify and elevate complex issues to senior support teams or development when necessary.
• Contribute to the knowledge base by creating and updating support documentation and FAQs.
• Proactively identify opportunities to improve customer satisfaction and user experience.
• Collaborate with internal teams to provide feedback on product performance and customer needs.
• Maintain a deep understanding of our client's products and services.
• Ensure all customer interactions are handled with professionalism, empathy, and efficiency.

Requirements

• Proven experience in customer support, preferably within the hospitality or technology sectors.
• Strong understanding of hotel operations and common hospitality software (PMS, Channel Managers, Booking Engines).
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts clearly.
• Proficiency in using customer support software and CRM systems.
• Self-motivated with the ability to work independently and manage time effectively in a remote setting.
• Strong problem-solving and analytical skills.
• A stable internet connection and a dedicated, quiet workspace are required.
• High school diploma or equivalent; a degree in Hospitality, Business, or a related field is a plus.
• Ability to adapt to a rapidly changing technological environment.
• Demonstrated passion for customer service and the hospitality industry.

Benefits

Our client offers a competitive salary, the flexibility of a fully remote work environment, comprehensive health and wellness benefits, opportunities for professional development and career advancement within a growing tech company, and the chance to be part of a dynamic, globally distributed team. Enjoy the benefits of working from home while supporting the future of hospitality.