Overview
Job Mission: Improve the adoption and usage of the company’s products and providing excellent customer support and maintaining highly positive relationships with current and future customers.
Key Areas of Responsibility:
• Provide Service Management and initial level customer support
– Adhere to, and contribute to the development of, customer support processes, procedures and standards
– Fully own issues raised by customers relating to system performance or usability
– Interact with all departments necessary within the organization to resolve customer care issues
– Maintain agreed internal service levels
– Demonstrate the ability to develop close relationships with customers where we deliver service that the client considers better than industry competitors and peers.
• Manage customer training for accounts
– Own customer relationships as a contract is signed
▪ Coordinate all set-up activities with customer and internal department.
▪ Organize and perform training of customer’s staff
– Enforce account set-up processes, procedures and standards
– Maintain agreed internal service levels
• Run proactive health-checks on assigned customer accounts
– Ensure that their setup and configurations are correct
– Ensure the accounts are in healthy state
– Identify any potential issue and manage that
• Create and maintain win-win relationships with new and existing customers
– Conduct quarterly account reviews incorporating operational and commercial factors
– Deal with customers on all aspects of daily operations
– Escalate any concerns regarding the well-being of any customers • Complete and achieve all other assigned goals in relation to the position.
Interaction: This position has daily interactions with senior management, hotels (clients), team members and various critical departments within the organization. In many cases, interactions with both internal and external parties will be at middle and senior management levels.
Requirements / Qualifications:
• University Degree with around 3-5 years’ work experience in international hotel, travel or hospitality industry ideally in a customer support environment
• Fluent in English and high proficiency in Korean.
• Strong analytical, organizational, communication and people skills
• Working knowledge of hotel revenue management or distribution preferable
• Proficiency in Microsoft Word, Excel, Outlook and PowerPoint
• Ability to adapt quickly to new technologies, products and procedures
• Ability to work and thrive in a multi-tasked and fast-paced environment
• Professional “get it done” attitude and work ethic
About eRevMax Technologies
eRevMax is an international travel technology company that provides channel management, rate intelligence and connectivity solutions to hotels. The company connects multiple online channels to the property management systems of hotels to seamlessly deliver rate and inventory updates and reservations.
eRevMax works closely with over 350 channel and technology partners helping over 9000 hotels worldwide to increase revenue opportunities and streamline business processes. It is the connectivity partner of choice for large hotel groups, mid-scale chains as well as small properties in both luxury and budget segment worldwide providing solutions through its core product brands - RateTiger, RTConnect and LIVE OS.
We have a diverse, experienced and motivated team of over 250 professionals who cohesively work together globally, to deliver effective solutions on a mature delivery model to clients across the Americas, Europe, Middle East, Africa and Asia-Pacific. eRevMax invests in its people and offers excellent career opportunities including global exposure to technology industry best practices, leveraging cutting-edge technologies in the travel e-distribution space. People who meet us tend to comment on our customer centric approach, energetic work environment and the passion we have for what we’re doing. We hope it’s infectious! In such a fast-paced organization, you’ll find opportunities rather than boundaries in every single role.
