Partner Experience Associate

Zuzu Hospitality (Thailand) (Bangkok City, Thailand)

Bangkok, Thailand

With a proprietary all-in-one hotel operating system underpinning our Revenue and Distribution Management services, ZUZU offers resource- and time-strapped hotels the technology and expertise of larger hotel chains with none of their associated costs and restrictions. Independent hoteliers look after their guests, secure that we look after their profitability - since our 2016 founding, ZUZU’s low-risk model has delivered an 8x return on investment for our hotel partners. Headquartered in Singapore, we are a fast-growing tech start-up with offices in Indonesia, Malaysia, the Philippines, Thailand and Vietnam.

About this position

Partner Experience Associates are ZUZU’s gatekeeper in safeguarding our relationship with the existing clients both customers and hotel partners. The duties will include timely and accurate responses to inbound communications, suggest information about our technology and services, process various requests, prepare correspondences and fulfil client needs to ensure satisfaction.

Responsibilities

• Manage large amounts of incoming communications, both in written (chats, emails) and oral format (calls), both in local language and English
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid, and complete information to clients
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Help improve templates, scripts, and processes
• Follow up with other ZUZU teams about cases escalated internally to ensure timely resolution
• Contribute to team goals by achieving KPIs related to response time, volume of transactions completed and accuracy
• Participate in occasional shifts to cover extended work hours, weekends and holidays
• other duties as assigned

Requirements

• Bachelor’s Degree in appropriate field of study or equivalent work experience
• Minimum 2-3 years of working experience in customer service is a must
• Strong communication and interpersonal skills
• Good listening and comprehension skills, customer-oriented with passion, patience, and caring attitude
• Excellent problem solving and time management skills
• Self-starter with a strong work ethic and the ability to work in a fast-paced environment
• Ability to stay calm and focused when the client is upset
• Fluency in written and spoken English