Have you ever booked a hotel online? Then you’ve probably used D-EDGE without knowing it.
Mission : Every day, we help more than 18,000 hotels worldwide to develop their online visibility and sales through leading-edge cloud-based e-commerce solutions.
As a subsidiary of the Accor group, D-EDGE simplifies the life of independent hotels and hotel chains alike.
Figures : D-EDGE Is the European No1 and World No3 hotel distribution technology provider in hospitality. With a team of more than 500 experts located in over 20 countries, D-EDGE provides localized support, services, and tools. With its global network of 500+ partners, D-EDGE’s ever-expanding ecosystem is a positive place to do business and grow.
At D-EDGE we are driven by these 4 key values :
* We care about people #PEOPLE FIRST
* We dare to share #OPENCOMMUNICATION
* We go the extra mile #GO BEYOND
D-EDGE is an equal-opportunity employer. We welcome all qualified candidates regardless of race, ethnicity, religion, gender, sexual orientation, age, disability, or any other legally protected status.
Job Description
You will be reporting to Piero Trocciola, Head of Technical Support Italy & Central Europe.
The Customer Service department is at the heart of our value proposition. The teams support our clients in their activities. They carry out onboarding and training for new customers (or existing customers integrating new products) and provide a level 1 technical assistance and incident resolution service. When necessary, they escalate to levels 2 and 3.
The Technical Support team's main objective is to be our client's first point of contact when they experience technical difficulties.
Resolve technical requests within the D-EDGE Suite of products.
Create / Take ownership of cases in Salesforce proactively.
Investigate & solve customers’ and internal issues in the shortest possible delay.
Provide prompt, professional and customized assistance to clients seeking advice on the use of D-EDGE products.
Increase knowledge, awareness, and autonomy of clients on the use of these products.
Manage clients’ complaints concerning the issues with our suite of tools.
Resolve product issues by understanding, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
Once all checks are done, collect all needed info in order to escalate unresolved cases to a higher level (only trained agents are in charge of escalation to Level 2).
Train, mentor and shadow Junior colleagues, using acquired experience and knowledge to guide the junior agents.
You will be asked to work (from home) a few weekends per year, for which compensation will be offered.
Preferred Experience
The job has been tailored for you if :
* You have a high sense of customer relationship.
* Ability to work with others in a close manner.
* Technical expert in related computer applications.
* Able to react effectively and calmly in emergencies.
* Experience with B2B technology companies or hotels.
The icing on the cake :
* Fluent in other languages.
* Knowledge of the Hospitality, GDS or OTA.
* Efficiency in Excel, MS Word, Salesforce CRM.
* Google Suite.
* Support, Training, and teaching experience is a plus.
D-Edge is Remote Friendly: 2 days in the office / week.
Health insurance.
Accor Employee Card : Discount on hotel bookings.
12 days per year to get involved in NGO projects.
Career development : we want you to progress and be free to choose which direction you want to grow. There are also opportunities for internal moves.
Recruitment Process
* Telephone interview with HR Officer.
* First interview with the Head of Technical Support (~60 minutes).
* Second Interview with Chief Client Service Officer (~60 minutes).
* and welcome to D-EDGE ! : )
Please be aware that we will be asking for work references.
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