Specialist, IT Customer Assurance & Success

Provide dedicated IT customer care support to colleagues in corporate offices and hotels, ensuring a positive experience with end user services and  new PMS support. . Collaborate closely with the supplier by offering guidance, actionable insights, and thorough audits to address challenges and enhance end-user satisfaction.

Your day to day

• Provide IT end-user service recovery solutions and efficient customer service assistance across various contact channels.
• Support new PMS vendors through data-driven insights, audits, SLA monitoring, operational dashboard reviews, and collaborative training and process improvements.
• Address customer issues proactively with a high-quality, customer-focused approach, leveraging trigger points and positive phrasing to diffuse negative reactions.
• Build rapport with vendors and internal stakeholders while managing time and workload effectively.
• Collaborate with the service desk, CSI Team,  suppliers , hotels, and corporate colleagues to gather and address specific needs, occasionally working outside established frameworks to drive results.

What we need from you?

• Experience: 3-5 years of customer service experience in a non-scripted environment, with hotel or travel industry background preferred.
• Technical Knowledge: Familiarity with supported systems, project management principles, and the ability to analyze and summarize complex information.
• Communication: Strong verbal and written communication skills, capable of engaging diverse teams and senior-level stakeholders.
• Skills: Proficiency in customer service, problem-solving, active listening, and leveraging social intelligence to adapt communication and resolve issues effectively.
• Adaptability: Highly organized, detail-oriented, and capable of thriving in a fast-paced environment, embracing technological and organizational changes, and striving for continuous improvement.