We are looking for a Global Customer Care Agent to join our customer Care team in India. The Customer Success Team Lead will play a pivotal role in ensuring the satisfaction and retention of our valued customers. We are looking for a person who is dedicated to ensuring customer satisfaction and have the managerial skills to drive excellence Responsibilities: Nurturing long-term relationships, proactively identifying issues, and driving customers throughout their journey with our product. Overseeing, mentoring and ensuring clients satisfaction with the solution and processes. Develop and maintain strong relationships with customers, acting as their primary point of contact and trusted advisor. Collaborate with cross-functional teams to ensure seamless onboarding, product adoption, and ongoing success for each customer. Monitor customer status, identify potential risks, and showcase new product features and functionality. Proactively identify opportunities for growth and expansion within existing customer accounts. Requirements: 3+ years of professional experience in leading customer-facing teams. 2+ years of professional experience in the Hospitality field. Experience in building or supporting differentiated service tiers or unique customer segments. Proficiency in using customer CRM and engagement tools. Strong project management skills. Ability to influence, persuade, negotiate, and build good relations with customers. Passion for customer success and a commitment to delivering an outstanding customer experience. Willing to provide a “Hands-on” approach. Ability to work independently and collaboratively in a fast-paced, dynamic environment. Strong verbal and written English communication skills. Show more Show less
We are seeking a smart, proactive and quick learning person to join our dynamic TIER2 support team. This role is critical in providing top-tier technical support and exceptional customer service to our valued clients. The ideal candidate will possess a deep understanding of our products and services, advanced troubleshooting skills, and a passion for solving complex issues. The specialist will act as an escalation point for other teams and will be responsible for ensuring the highest level of satisfaction for our customers. Responsibilities: Advanced Troubleshooting and Support: Provide expert-level technical support to resolve complex customer issues, including software and network-related problems. Escalation Management: Serve as the primary point of escalation for other teams, ensuring timely and effective resolution of issues. Customer Communication: Maintain clear, professional, and timely communication with customers throughout the support process, ensuring they are informed of progress and resolutions. Knowledge Base Management: Contribute to and maintain an up-to-date knowledge base, including writing and updating technical documentation and FAQs. Training and Mentorship: Provide training, guidance, and mentorship to lower-tier support staff to enhance their technical skills and customer service capabilities. Incident Management: Track, document, and manage support incidents using the company’s ticketing system, ensuring all issues are logged and updated accurately. Root Cause Analysis: Conduct thorough root cause analysis on recurring issues and work with relevant teams to implement long-term solutions. Collaboration: Work closely with other departments, including the dev team and the product management, to ensure seamless support and product enhancements. On-Call Support: To consult our partners in case of urgent issues. Requirements: Experience: Minimum of 2 years in a technical support role. Technical Skills: API platforms - Insomnia/Postman, reading JSON/XML logs, understanding of HTTP protocol. Communication: Good verbal and written communication skills in English, with the ability to convey technical information to both technical and non-technical users. Problem-Solving: Strong analytical and problem-solving skills, with a proactive and detail-oriented approach. Customer Focus: Demonstrated commitment to providing exceptional customer service and improving customer satisfaction. Team Player: Ability to work effectively in a team environment, collaborate with cross-functional teams, and contribute to a positive team culture. Adaptability: Flexibility to adapt to changing priorities, handle multiple tasks simultaneously, and work under pressure.
HyperGuest is looking for a Hotel onboarding Agent to join our team in India! As a Onboarding Agent in Hyperguest Platform, you will assist our new customers to solve configuration-related needs in order to set the hotel's online distribution within our system We are looking for someone who is Self starter and looking to make a major impact in a fast growing company Responsibilities: Set up hotel's profile based on Department's guidelines Serve as a primary contact for customers during the Onboarding process Provide insights to our business customers to ensure that they get the most out of the platform with the aim of helping grow our customer base Implement customer support software tools Promote a "customer first" environment at all times Communicate with customers worldwide through video calls, online chat, and emails Understand customer outcomes and analyze customer needs Achieve high Customer Satisfaction and retention Requirements: 3+ years customer success experience Experience in implementation of customer support software tools – A must Experience is solving technical troubleshooting Proven track record of working in a customer-facing role Excellent English both spoken and written – A must Hotel Revenue Management / Hotel Reservations Department knowledge- A plus Knowledge and experience with hotels reservation and Channel Manager systems – A plus Strong analytical skills, with the ability to translate data into insights Passionate to provide great service to customers worldwide Availability to work in shifts including occasional weekends.
HyperGuest is looking for a Billing & Collections Specialist to support the Finance department in streamlining the billing and collection process. We are seeking for a person who is passionate about working with numbers, self-motivation, with excellent analytical skills to take responsibility for all global billing and collection operations. Responsibilities: Take ownership of the monthly accounts receivable process, including invoicing and payments. Communicate, negotiate, and provide support to global business customers. Collaborate with cross-functional departments and work with internal back-office platforms. Review invoices and payments on accounts and demonstrate good judgment in resolving discrepancies and cleansing data Participate in monthly closing processes Requirements: B.A in Accounting/Economics/Finance or related field - A must 2 years of experience as a finance admin ,FP&A, AR or Accounts manager - A must Proficient in Excel and other Microsoft Office tools Strong customer service skills Attention to details and ability to work with large databases Good verbal and written skills in English A must Well organized with the ability to prioritize and meet deadlines Team player with excellent interpersonal skills and ability to work independently