Job Descriptions

Job Summary

If you are highly
motivated, eager to develop and have great communication skills then we would
love to hear from you! This is the perfect opportunity for someone looking to
kick start or build a career within a fast paced multifunctional team in our
Limerick office. Day to day you will be liaising directly with a global
portfolio of Hotels in a support environment while upskilling across the
business. Although an advantage, Industry experience is not required for this
role, and we will consider any candidate who displays an appetite to succeed
and an ability to learn quickly in a high-pace environment. Full on the job
training will be provided. Please note that although hybrid, this role is based
in our Limerick office and the successful candidate must be available to attend
the office weekly.

Key
Responsibilities:

· Working on a live
queue/on-call experience for emails, phones and live chat.

· Support your team
in investigating, troubleshooting, recreating, triage of inbound queries and
requests from customers and colleagues.

· Updating and
curating information on the internal knowledge base, LMS, Feature Spotlight
etc.

· Exceed daily
performance metrics related to key performance indicators, e.g. SLA, Response
Time, Site Scores, etc

· Identify gaps in
customer training and define and organise plans to upskill these springboard
customers.

· Liaise effectively
with other departments ensuring clients’ objectives are met and processes are
followed.

· Utilise Analytics,
allora.ai and other platforms to understand the journey and encourage the
client to adopt best practice across the website and booking engine.

· Be comfortable
with CRM systems and take ownership of the data collection and maintenance via
the CRM and output of data across the business.

· Manage client
information, ensuring all information is kept up to date and correct at all
times - tags, Site Profile configurations etc. as necessary.

· Work closely with
the Head of COE on refining processes and best practices to maximise
performance on these accounts.

· Ensure all
initiatives are prioritised, executed and reported upon effectively.

· Manage client
expectations at all times during the relationship with SHR Group.

· Promote SHR Group
at all times, by upselling features and services that would be of benefit to
both partners.

Role Details

· Working Hours –
full time, 37.5 hours per week · Opening Hours – 09:00 - 17:30 (Mon-Fri)

· Continuous
Improvement is provided, self-development is encouraged and supported.

Key Requirements

· Customer Focused –
wants to support and help customers.

· Capable of working
to tight deadlines, and prioritizing workload.

· Multi –Tasker and
effective at Time Management.

· Motivated and a
self-starter.

· Very effective
communicator across all levels internal and external.

· Organized and
Dependable.

· Competent in the
use of Office 365

· Customer Focused –
always wants to help resolve issues, get stuck in and create a great customer
experience.

Skills

Experience

• 2 years