As a Customer Support Analyst, you demonstrate a unique combination of interpersonal skills and technical proficiency in engaging with clients through various communication channels, including phone, video meeting, chat, and email. Your primary focus will be to assist clients navigate through Mews and solve any issues related to the usage of our system and products. The role presents an opportunity for you to immerse yourself in a dynamic environment, gaining extensive knowledge and invaluable experience in a tech company with a start-up vibe. ✅ Your mission, should you choose to accept it: Develop an in-depth understanding of Mews’ solutions to provide customer support for technical issues via chat messaging, email, and phone. Become a Mews ambassador to ensure customers and partners derive maximum value from our products. Demonstrate consultative skills by proactively working with customers to enhance their usage and efficiency. Build rapport with key customer and/or partner contacts across territories or accounts as required. Maintain thorough case documentation and adhere to Mews’ communications and quality standards across all channels. Provide remarkable customer service to ensure high customer satisfaction, as reflected in CSAT scores and Internal Quality evaluations. Follow and adhere to Standard Operating Procedure (SOP) guidelines pertinent to role responsibilities. Effectively utilize tools such as Salesforce, Aircall, and Omnichannel to provide support. Effectively use internal collaboration channels to address customer issues. Effectively balance multiple issues and priorities simultaneously Continuously improve the knowledge database by writing and suggesting amendments to current articles. ️ You’ll be a great fit if you bring a few of the below with you: Higher Education preferably in Hotel Management / IT / Business Native or fluent in English Professional experience in a technical customer support role or similar Strong problem-solving and analytical skills Excellent communication and interpersonal skills A commitment to continuous learning Ability to effectively balance multiple priorities and effectively collaborate in a team environment Experience in hotel operations The ability to speak other languages fluently is a big advantage! (Spanish, French, Dutch, Italian, Swedish) Ability to take feedback, learn quickly, and adapt to new situations Unrestricted Right to work permissions in Australia Willingness to work in shifts as we support our customers around the globe 24/7 Ability to work in a fast-paced environment Ad hoc duties as assigned by your manager, related to the scope of this role
