Job ID

Customer Care Specialist – Nig

Company

Mews Systems

Location

Prague

Type of job

Full-time

Salary

-

Experience

Experience in the Customer Support Department, Native or fluent in English, French, Spanish or German would be a plus, Able and willing to work shifts, especially evening & nights shifts, Good knowledge of Microsoft, Word/Excel/PowerPoint, Higher Education preferably in Hotel Management/IT / Travel Business

Inserted

07.12.2017

Language

English, Multi Languages

Night time Customer Care Specialist

Required languages: English Multi Languages

Who are we and what do we do?
Mews Systems is a Dutch software company (with its Development and Support team based in Prague) who have developed a Property Management System solution for the 21st Century hotelier. The fully Cloud-first solution comes with a built in online-check-in, payment automation, modern user interface and is fully mobile optimized. All these features make it the most forward thinking solution on the market today.

Some facts:
- We currently have 260 hotels live on the platform, in 31 countries.
- We started out in Prague in 2012, where we implemented the first hotel without a reception desk (all receptionists carry iPads)
- 40% of all of our guests currently check-in online to our hotels
- The largest hostel we have on the platform is 1200 beds
- We have offices in Amsterdam (head office), Prague (development & support) and London (sales)

What should you have?
Our ideal candidate is a smart, articulate, outgoing individual who loves taking care of our clients. Preferably you will have gained experience in the hotel, travel and / or electronic distribution industry and you are able exceed our customer expectations.
Your English is (near) perfect and preferably you should speak one more language. You do not mind working in a fast paced, ever changing environment and are flexible to work out of office hours.

What should you be able to do?
- Experience in the Customer Support Department
- Native or fluent in English.
- French, Spanish or German would be a plus.
- Able and willing to work shifts, especially evening & nights shifts
- Good knowledge of Microsoft Word/Excel/PowerPoint
- Higher Education preferably in Hotel Management/IT / Travel Business

What will you do?
As a young and quick growing company, we are looking for someone who is not afraid of a challenge. As we onboard clients in a multitude of regions, grow the team, and develop more products, the business gets more and more complex. We are looking for someone who can help us support of existing clients and independently manage onboarding process of new clients.

The role will evolve as the company grows, but the main focus will be to:

- Support to ho(s)tel partners and external partners (resellers) on technical issues via email and phone to established targets for quality
- Customers submit support queries via our support desk (e-mail/phone), we have to ensure quick, efficient and positive responses.
- Develop an in-depth understanding of Mews’ solutions, being an ambassador of innovation to our hotel/hostel clients, ensuring they get the most out of the product.
- Consult hotels pro-actively on ways to improve usage of the Mews system, by analyzing performance of clients.
- Become familiar with all integrated partner solutions that Mews connects with, and ensure that we match up the best connected solutions for the different types of
clients.
- Build new hotels/hostels directly in the Mews platform based on specification provided by the sales and onboarding team.
- Ensure correctness of all client documentation
- Build and retain a rapport with appointed “Mews person” at the property

What should you be like?
- Ability to work in a fast paced company, ready to work on your own or as part of a team
- Highly structured and organized
- Ability to take feedback, learn quickly and adapt to new situations
- A driver of new ideas and suggestions in order to move the company forward
- Not afraid to challenge the status quo
- Out-going, social, ready to communicate with employees, customers and partners across different countries and different organizational levels
- A genuine interest in new technologies that bring innovation in hospitality

Where will you work from?
Our support team is based in Prague, providing a strong connection to the development team.
Our working hours vary based upon customer demand, working hours may vary from 09:00 – 18:00, from 15:00 – 23:00 and from 23 – 07:00.
This role would focus mainly on the night shift.
We would also ask that you participate in a scheduled to support the weekend shifts

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