Premium Support Sr. Spec. - Remote / Telecommute

We are looking for Premium Support Sr. Spec. - Remote / Telecommute for our client in Montreal, QC

Job Title: Premium Support Sr. Spec. - Remote / Telecommute

Job Location: Montreal, QC

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 1+ years of relevant experience in multicultural customer service teams, preferably in the hospitality industry.
• Experience engaging with executive-level stakeholders to resolve conflicts in a detailed, effective and timely manner.

Responsibilities:

• Provide the highest level of service to the community in each and every case.
• Interact with customers and community members through all current and future channels.
• Take end-to-end ownership of all assigned cases, ensuring a complete final resolution is reached.
• Become a subject matter expert in policies and procedures.
• Explain and simplify complex information, providing appropriate context.
• Negotiate and mediate between Host and Guest in resolving issues.
• Proactively anticipate users' expectations regarding case resolution.
• Provide personalized and exceptional customer support to guests and Hosts.
• Resolve user issues quickly and to a high level of mutual satisfaction.
• Ability to multitask and handle multiple issues at the same time.
• Personalize communications to users, demonstrating the highest hospitality standards.
• Provide insights about community experience and continuous improvement opportunities.
• Collaborate with management to identify process and policy inconsistencies.
• Support management on initiatives as assigned.
• Demonstrate a high degree of flexibility and integrity when resolving sensitive issues.
• Handle emergency situations in the evenings and weekends.
• Inspire a culture where quality is a core principle.

Skills:

• Excellent verbal and written communication skills.
• Active listening skills.
• Empathy and patience in dealing with customers.
• Strong organizational skills, including prioritization and attention to detail.
• Passion for delivering exceptional customer service.
• Ability to thrive in an ambiguous, fast-paced environment.
• Ability to assess risk accurately and exercise good judgment.
• Proactive attitude towards embracing new challenges.
• Advanced computer skills, including Apple/Mac OS and Google Suite.

Qualification And Education:

• 4+ years of relevant experience in multicultural customer service teams.
• Hospitality experience is a plus, particularly working for technology platforms.
• Prior experience using phone, messaging, or live chat to interact with users.