[{{ $ctrl._job.status.name | translate}}] Customer Success Team Lead UK/FR
Dayuse.com

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Job description

The International Customer Success team is looking for dynamic bilingual candidates to support the French and UK markets. Reporting directly to our Customer Success Manager, you will manage the following activities:

• Play a central role in overseeing the daily activity of the Customer Success department
• Lead an multilingual team composed of trainees and junior Customer Success Coordinators
• Improvement, implementation, and monitoring of service performance indicators
• Reporting of KPIs to management
• Ensure day-to-day business relationship management between partners (B2B) as well as clients (B2C)
• Liaise between the guest and hotels: modification of reservations, handling special requests and inquiries by phone and e-mail
• Managing phone reservation requests
• Processing complaints and claims
• Deliver a high level of guest satisfaction management (we offer a 100% response service)
• Moderation of hotel partners exchanges (availabilities, new property images, offer improvement etc.)
• Manage both external and internal communications throughout all departments

Requirements

**• Native/fully bilingual French AND English required**
• Other languages are a strong plus
• Previous experience in team management required
• 3+ years experience in customer success, hospitality, and / or travel
• Excellent communication and problem solving skills
• Passionate commitment to excellent customer service
• Proven ability to prioritise busy workloads
• Solid knowledge of Internet tools
• At ease on the telephone
• Dynamic and hardworking
• Flexible in work schedule

Perks:
• Young dynamic startup culture
• Team lunches, drinks, and events regularly
• Laid back and casual working environment

Additional Info:

• Start: ASAP
• Contract: Full time permanent CDI
• Location: Paris 75009
• Competitive package based on experience
• Evolution opportunities possible, now is the time to join us !

In compliance with GDPR regulations in place, DAYUSE commits to only collecting information relevant for recruitment purposes and retaining this information for a finite period of time.
By applying for this job offer, the candidate agrees to give his legal consent for the transmission of his personal information.
Job type
Full-time
Location
Paris, France
Department
Customer Service
Languages
English, French
Starting in
As soon as possible

Dayuse.com

Dayuse.com is the worldwide leader in daytime hotel reservation platforms and a key figure in the hospitality revolution. By offering guests a novel experience that transforms luxury hotels into daytime living spaces, Dayuse.com is shaking up industry codes. Our platform provides a solution for modern consumers who demand unique and readily-available services to complement a fast-paced and hyper-connected lifestyle.

With headquarters in Paris and offices now in New York and Hong Kong, Dayuse.com’s service has grown to be available in 24 countries and over 200 cities with more than 4,000 hotel partners. After receiving a $17 million in Series A funding from leading Venture Capitalists in 2016, we are continuing our rapid expansion, winning Phocuswright's 2016 People’s Choice Award in the Innovation Launch category, Startup of the Year 2016 (l'Express/EY), then Finalist of the Future Startup Unicorns 2017 (Challenges/EuroNext).

To accompany us in this expansion, we’re recruiting tenacious and proactive talents, especially those driven by the desire to tackle the challenges of an innovative startup that is disrupting the digital travel industry.

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