Client Success Executive

We're Houst 🏠**:** A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We’ve grown fast. Since launching in 2015, we’ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide – we’re operating in over 20 cities globally, from Auckland to Lisbon, and there’s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.

⭐About the role: As a Client Success Executive, you will be responsible for providing world-class service to Houst Customers and guests. You will resolve customer inquiries through multiple contact channels such as email, phone, and chat. You will work with complex and not always standard issues, so thinking outside of the box, troubleshooting, excellent communication skills, and logical thinking are a must.

Responsibilities:

• Provide exceptional customer service to our clients and guests via telephone, email, and Whatsapp.
• Be a point of escalation from Host Support and resolve issues to the highest possible satisfaction.
• Onboard new properties and explain complex information in a simple way to a variety of customers.
• Work with other teams to find the best solutions, resolve queries, and lodge resolution claims.
• Identify and use opportunities to increase customer retention and satisfaction.
• Feel empowered to make a decision on refunds and goodwill gestures using logic, company procedures, and market knowledge.
• Contribute ideas to further improve processes and the overall experience of Houst customers and guests.
• Be a mentor and role model to junior team members.
• Lead the shift when the team leader is not present.
• Handle escalations and complaints within your tier and provide support to Team Leader.
• Manage inboxes and delegate cases.

Requirements

• Preferable previous experience in customer service environment
• Proven ability to communicate complex technical problems
• Ability to think outside of the box and find creative ways to solve situations.
• A working understanding of vacation rentals is a plus.
• Confidence in decision-making, proactivity and owning your work
• Previous experience working with a CRM
• Willing to come into office 2-3 times a month
• Willing to work on SA public holidays
• Work Friday-Tuesday, 9AM - 6PM (UK Time)
• Must have Stable WiFi and a Load-shedding solution in place

Benefits

• 33 paid holiday days (includes public holidays)
• An extra day off for your birthday - because who wants to work on their birthday?
• Access to Workshop 17, Kloof Street (Cape Town)
• Laptop and headsets - for business use
• Medical Aid/Insurance Options

At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.