Customer Service Executive Porto

Customer Service Executive
Porto
Porto, Porto District, Portugal

ABOUT US

Hostelworld Group, the global
- focussed online booking platform, inspires adventurous minds to meet the world and come back with
- changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.

It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17, 800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.

Founded in 1999 and headquartered in Dublin, Hostelworld has a growing,
- calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.

LOCATION

This role is based in Portugal. We have an office hub in Porto available for those who prefer a hybrid model where you can spend time with colleagues
- person. You will need to be able to commute to our office hub as required from time to time.

WHO YOU'LL WORK WITH

Working with the Customer Service team, led by Customer Service Manager, your role is to provide outstanding service to our customers.

Within your role you will have the opportunity to work on establishing and maintaining relationships with our customers and ensuring that they are responded to in a timely manner. Partnering with colleagues in CS and other teams across all our locations, you will collaborate on exciting projects and empower young travellers to meet the world.

WHAT YOU'LL DO

• General queries from new and existing customers
• Helping customers with queries relating to their hostel stay
• Deal directly with our customers mainly through email/chat, and at times via phone and social media channels
• Meet personal/customer service team targets
• Respond promptly (24-48hr) and courteously to customers queries
• Handle and resolve customer complaints in a courteous manner
• Identify and assess customer needs to achieve a high satisfaction rate
• Obtain and evaluate all relevant information to handle enquiries and complaints
• Use internal systems to record details of customer cases
• Manage the administration of customer cases
• Work with payment provider sites to handle Chargeback queries
• Ensure customer GDPR requests are processed in a timely manner
• Communicate and
  - ordinate with other teams to achieve best results
• Promote our sites with customers ensuring they get the best possible advice and help
• This role requires shift and/or weekend cover
• Other Ad hoc duties

WHAT WE’RE LOOKING FOR

Experience & Qualifications:

• Excellent interpersonal, verbal and written skills
• Fluency in English
• Ability to demonstrate professionalism, tact, diplomacy and empathy with both internal and external customers
• Excellent
  - tasking skills
• Problem analysis and problem solving skills
• Proven track record of consistently excelling in a Customer Service Executive role, consistently reaching and exceeding targets

Knowledge & Skills:

• Excellent administration skills
• Experience in Word, Excel, Outlook and Powerpoint
• Proficiency with Zendesk and/or similar Support software solution
Experience in a customer
- based background

WHAT WE OFFER

• Competitive salary & benefits
• Enhanced annual leave plus 3 Wellbeing Days per year
• Paid family leave (maternity, paternity, surrogacy & adoption)
• Agile working (plus a Working from Abroad Policy!)
• Support for your ongoing growth & development
• Inclusive people policies (sickness, menopause, compassionate and fertility leave)
• A chance to give back to your local community with 5 paid volunteering days

OUR BEHAVIOURS

• Grow others - We fundamentally believe that investing in growing others benefits everyone, whether it's helping them develop hard or soft skills. We want learning and growing to be part of our DNA to help makes us a better team, together.
• Master it - We are obsessed with our area of expertise and enjoy developing our skills. We rarely take things at face value; we investigate, interrogate, and always look for ‘the why, ’ and wherever possible, we use data to find the best solution.
• Collaborate - We are in it together, for the tough stuff and the celebrations too. To achieve the best results, we need expertise from all areas of the organisation, and we wholeheartedly welcome diverse thinking.
• Adapt - We work fluidly, adapting to new information and the evolving environment while staying committed to our goals. Innovation and experimentation fuel our projects and we’re never afraid to pivot.
• Deliver - Our focus is always on the end result; we value outcomes over activity. We collaborate to deliver work at speed without dropping any of our other behaviours.

We believe in talented and diverse teams that reflect the diversity of our customers and the communities in which we operate. Everyone brings different perspectives and experiences. We lay out the above requirements to guide applicants to the experiences that we believe will allow you to be successful in the role. If you don’t meet them all, please consider applying if you think you can still perform the role as described.