Web Studio Customer Success – Singapore

Area: Asia Pacific, Singapore
Department: Web Studio

Context

FASTBOOKING is an AccorHotels Group’s subsidiary

  • We have offices in Paris, Venice, New Delhi, Singapore, Tokyo, Sao Paolo and Beijing.
  • More than 300 People worldwide.
  • Pure Player Internet, leader in the hospitality industry.
  • Offer leading edge products and services to hotels willing to develop a direct sales strategy.

Position

  • Title: Web Studio Customer Success
  • Reporting: Web Studio Director

Responsibilities

  • Provide support for clients by solving cases within the SLA period and reasonable quality to ensure customer satisfaction.
  • Offer training to help and advice to customers using our organisation’s products and solutions.
  • Handle customer complaints or any major incidents.
  • Follow up the customers and keep them update the further development of the project.
  • Keep accurate records and data of discussions or correspondence with customers.
  • Analyse and put in place mechanisms, processes and SOPs to facilitate the goals mentioned above.
  • Guide and support interns to ensure that tasks assigned are completed with satisfactory level of quality and within deadline, to facilitate their learning and development process during the internship period.
  • Communicate with relevant team members of Web Studio, other departments and clients to ensure the alignment and satisfaction of our services.
  • Meet with other managers to discuss possible improvements to customer service.
  • Guide our customers through the onboarding and training process for the various Fastbooking products.
  • Work within the appropriate support and onboarding service level agreement and manage tight onboarding timelines.
  • Project management of new website to ensure that the stages and entirely of it are completed within the communicated deadlines and within reasonable quality.
  • Handle other administrative matters related to responsibilities above.

 

Skills and Experience

  • Education
    • Bachelor or equivalent industry experience
  • Work Experience
    • Experience in multi-cultural, international organization
  • Personality
    • Well-organized, meticulous, able to multitasking
  • Skills & Software
    • Strong presentation & communication skills
  • Languages
    • Fluent in English (spoken and written)

*If you wish to apply this position, please email to psho@fastbooking.net. Please note that only the shortlist candidates will be contacted. Thank you.

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Published on: May 30, 2017

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