Customer Service Executive

at  Hostelworld Group

ABOUT US

Hostelworld Group, the global hostel-focussed online booking platform, inspires adventurous minds to meet the world and come back with life-changing stories to tell. Our customers are not your average tourists, they crave cultural connection and unique experiences that we make possible by providing an unbeatable selection of hostels in unmissable locations – all in the palm of their hand.
It is the social nature and community feel of hostels and their environment, that enable travellers to embrace journeys of discovery, adventure and meaning. We have more than 13 million reviews across 17,800 hostels in more than 179 countries, making the brand the leading online hub for social travel. The website operates in 19 different languages and our mobile app in 13 languages.
Founded in 1999 and headquartered in Dublin, Hostelworld has a growing, high-calibre team of 230 people within Technology, Product, Global Markets, HR, Finance & Legal and Marketing Teams across our Dublin, London, Porto, Shanghai and Sydney offices. Hostelworld is listed on the London Stock Exchange and Dublin Euronext. You can read more about our story here.

EXPERIENCE & QUALIFICATIONS:

• Excellent interpersonal, verbal and written skills
• Fluency in English
• Ability to demonstrate professionalism, tact, diplomacy and empathy with both internal and external customers
• Excellent multi-tasking skills
• Problem analysis and problem solving skills
• Proven track record of consistently excelling in a Customer Service Executive role, consistently reaching and exceeding targets

KNOWLEDGE & SKILLS:

• Excellent administration skills
• Experience in Word, Excel, Outlook and Powerpoint
• Proficiency with Zendesk and/or similar Support software solutionExperience in a customer relation-based background

WHAT YOU’LL DO ‍

• General queries from new and existing customers
• Helping customers with queries relating to their hostel stay
• Deal directly with our customers mainly through email/chat, and at times via phone and social media channels
• Meet personal/customer service team targets
• Respond promptly (24-48hr) and courteously to customers queries
• Handle and resolve customer complaints in a courteous manner
• Identify and assess customer needs to achieve a high satisfaction rate
• Obtain and evaluate all relevant information to handle enquiries and complaints
• Use internal systems to record details of customer cases
• Manage the administration of customer cases
• Work with payment provider sites to handle Chargeback queries
• Ensure customer GDPR requests are processed in a timely manner
• Communicate and co-ordinate with other teams to achieve best results
• Promote our sites with customers ensuring they get the best possible advice and help
• This role requires shift and/or weekend cover
• Other Ad hoc duties