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Customer Onboarding & Support Executive

Customer Onboarding & Support Executive

Yanolja Cloud SolutionWorkFromHome, Jawa Barat, Indonesia
6 jam lalu
Uraian Tugas

Organizational Overview

  • Yanolja Cloud Solution Pvt. Ltd. (YCS); formerly eZee Technosys, is a global end-to-end hospitality technology provider specializing in solutions for small and medium-sized accommodation businesses.
  • With more than 450+ Team members and 17+ years of experience, YCS currently has 33,000+ customers in over 170 countries, with 50+ supported languages in our software, and a 24 / 7 support network to match.
  • We have a Local team in 15+ countries including India, Thailand, Indonesia, Philippines, Sri Lanka, South Africa, Tanzania, Uganda, USA, and counting.

Profile Overview

  • Customer-centric professional with 2+ years of experience in client-facing roles, specializing in onboarding, training, and providing comprehensive support. Proven ability to build strong relationships and deliver exceptional service.
  • Technically proficient with a strong understanding of software products and the ability to troubleshoot issues effectively. Adept at analyzing needs, identifying solutions, and ensuring client satisfaction in a fast-paced environment.
  • Team player with excellent communication and collaboration skills. Eager to contribute to a dynamic team and drive customer success within the hospitality industry or related sectors.

    • Roles & Responsibilities

  • Coordinate the onboarding process for new clients, ensuring a smooth and efficient transition onto our platform.
  • Conduct in-depth needs analysis with clients to understand their requirements and customize solutions accordingly.
  • Provide comprehensive training to clients on using our products and services effectively.
  • Respond to client inquiries promptly and resolve issues to ensure high levels of customer satisfaction.
  • Build strong relationships with clients, becoming a trusted advisor for their ongoing needs.
  • Maintain an in-depth understanding of our products and services to offer expert advice and support.
  • Actively gather client feedback and communicate insights to the product and development teams for continuous improvement.
  • Troubleshoot technical issues faced by clients and collaborate with the technical team to provide effective solutions.
  • Maintain accurate records of client interactions, issues, and resolutions in the CRM system.

    • Key Competencies for the Role

  • Client Onboarding and Training : Expertise in coordinating smooth onboarding processes, conducting needs analyses, and delivering comprehensive training on software products and services.
  • Technical Acumen : Solid understanding of software products and the ability to troubleshoot technical issues effectively.
  • Customer Relationship Management : Proven ability to build and maintain strong client relationships, acting as a trusted advisor and ensuring high satisfaction levels.
  • Problem-Solving and Analytical Skills : Adept at identifying, analyzing, and resolving client issues promptly and efficiently.
  • Communication and Interpersonal Skills : Excellent written and verbal communication, with the ability to convey technical information clearly and concisely.
  • Collaboration and Teamwork : Experience working effectively with cross-functional teams to achieve shared goals.
  • Adaptability and Flexibility : Ability to thrive in a dynamic environment and adjust to changing client needs.
  • Industry Knowledge : Familiarity with the hospitality industry, hotel tech companies, and OTA companies is a plus.

    • Requirements

  • Bachelor's degree, Technical Degree shall be preferred.
  • Minimum of 2 years in a customer-facing role, such as customer support, account management, or client onboarding.
  • Must have Laptop and a proper Internet connection
  • Should read, write, and speak English and regional languages.
  • Strong technical acumen to understand software products and effectively troubleshoot issues.
  • A passion for delivering exceptional customer service and building lasting relationships.
  • Proven ability to identify, analyze, and resolve problems in a timely manner.
  • Ability to work in a dynamic and fast-paced environment, adjusting to changing client needs.
  • Ability to collaborate effectively with cross-functional teams.
  • Experience working in the hospitality industry, hotel tech companies, and OTA companies is preferred.

    • #J-18808-Ljbffr

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